ServiceNow App Create Incident

The ServiceNow App enables automatic Incident creation in ServiceNow whenever an employee lifecycle operation, such as onboarding, role change, or deletion, is performed within the Identity Platform. This integration streamlines internal processes by facilitating the creation of incidents related to employee lifecycle events. It strengthens collaboration and improves response efficiency between HR operations and service teams. It streamlines the last-mile provisioning within ServiceNow, improving the first day at work experience for new hires.

Create Incident

You can configure incident creation using policy-driven logic that evaluates lifecycle events and identity attributes. These policies determine when an incident should be created and how it should be routed based on attributes such as role, department, or identity type. For example: Create an incident assigned to the Office Supplies team when a Contact is hired into the Sales department or when an existing Contact moves to Sales. This ensures that required resources, such as a desk phone, are provisioned automatically based on identity changes.

Figure 1. Configuring a policy in the ServiceNow App to trigger incidents based on Contact attributes.

The identity is mapped as the Caller in ServiceNow, and the incident is automatically assigned to the relevant fulfillment team. This ensures that the request is routed with the correct context and ownership without manual input.

Figure 2. Configuring incident details in the ServiceNow App, including caller, assignment group, and custom attribute mappings.

You can also define the ServiceNow attributes by mapping IdP attributes. The priority of this incident is defined by whether the employee is a Manager or not. You can also define any additional attributes using the (+) sign.

Figure 3. Defining incident priority and additional ServiceNow attributes in the ServiceNow App based on employee role and other criteria.