13.2 Configuring Fulfillment

OpenText Identity Governance includes fulfillment types connectors for various service desk products to enable fulfillment integration with your incident management applications. When you connect to an application for fulfillment, you must configure the connector to map the data fields in the change item to the input fields of the application. In a typical service desk environment, all systems and applications that the service desk manages are input as configuration management items.

OpenText Identity Governance exposes the following data fields from each changeset item to the fulfillment target connectors:

The following shows a sample change item payload:

{
    "accountProvId": "d2a293ff-71c5-492f-9415-e08830b635b2",
    "changeItemId": 8300,
    "changeRequestType": "REMOVE_PERMISSION_ASSIGNMENT",
    "userName": "Abby Spencer",
    "accountName": "aspencer",
    "account": "CN=Abby Spencer,OU=Users,OU=MyServer,DC=mydc,DC=mycompany,DC=com",
    "appName": "Money Honey Financials",
    "reason": "REMOVE_PERMISSION_ASSIGNMENT remove permission Marketing Portal requested by Aaron Corry while certifying Money Honey Financials",
    "requesterName": "Andrew Astin",
    "permName": "Marketing Portal",
    "permProvAttr": "member",
    "permProvId": "e07db779-5c30-44d2-bc0c-6dfa30cfa6af"
}

Fulfillment types use preconfigured templates that map the OpenText Identity Governance change item data and application-specific static values into various attributes in the SOAP XML payload. The WSDL from your service catalog request management application indicates any value constraints for input fields. The fulfillment target service can populate all valid fields in the service desk interface, so if you want to extend the set of fields that the OpenText Identity Governance template populates or modify the default mappings of the template, contact your OpenText technical support representative for details.

The service parameters and other fulfillment target configuration fields vary, depending on the fulfillment type selected for a fulfillment target, and OpenText Identity Governance provides default values for many of the fields, but you can choose to customize field values.

For example, the “BMC Remedy Incident” fulfillment type uses the HPD_IncidentInterface_Create SOAP service Helpdesk_Submit_Service method for creating incidents in the Remedy application. For example, http://your-service-host/arsys/WSDL/public/your_server/HPD_IncidentInterface_Create_WS. In addition, Fulfillment Item configuration mapping displays the fields listed in the table below.

Mapping OpenText Identity Governance change item data to target application data fields is similar to configuring data source collectors. This includes support for static value mapping and per-field data transformation. Regardless of the fulfillment type you select, you must place quotes around the static values used for fulfillment type configuration.

Since the implementation of any particular service desk application varies widely for each customer, it may be useful to manually create sample incidents using the application user interfaces to validate the desired inputs for each fulfillment target.

OpenText Identity Governance provides three default fulfillment targets: Identity Manager automated, Identity Manager workflow, and manual fulfillment targets. For these fulfillment targets, OpenText Identity Governance evaluates and fulfills the change items without the need for extensive configuration. When you are specifying one of the default methods of fulfillment, do the following:

In addition to the default fulfillment targets, OpenText Identity Governance provides service desk and other fulfillment target templates that enable you to use other fulfillment methods for various systems. When you create a service desk or other fulfillment target in OpenText Identity Governance, you provide the connection information and credentials for the target system, as well as a default configuration specifying the fields you want OpenText Identity Governance to populate in your incidents. After you assign a target fulfillment system to an application, you can then customize that default configuration to appropriately map the application configuration item, assignment group, severity, and other fields for that specific application.

To know how to configure service desk and other fulfillment targets, see Section 13.2.4, Configuring Service Desk and Other Fulfillment Targets. For variations regarding specific systems, see OpenText™ Identity Governance Collectors and Fulfillers Configuration Guide.

In addition to the system targets, OpenText Identity Governance provides default templates for various systems that authorized administrators can configure as their fulfiller. For example, you can integrate and automate OpenText Identity Governance fulfillment with your service desk system by configuring a connector to your service desk system in OpenText Identity Governance Fulfillment Configuration.

Authorized administrators can upgrade fulfillment targets. When you import an old template, OpenText Identity Governance enables you to preserve your configurations and scripts and upgrade the fulfiller template to the latest version. When upgrading, you can compare the parameters of the two versions and make changes as needed. If you decide to use Cloud Bridge for data transfer, you must first create a data center or import the data center JSON file, then configure a data source connection. You can restore the previous template if needed.

OpenText Identity Governance continues to display the restore link until you dismiss the option.

Changesets are automatically generated based on activities such as access requests, reviews, and role changes. OpenText Identity Governance enables administrators to modify the generated changeset using Javascript. For example, when a user who has no account requests permissions, you can modify the generated changeset to create an account for the user.

OpenText Identity Governance enables administrators to configure one or more applications to use multiple fulfillment targets. For example, you might have one system that processes all requests to add access and a different system that processes all requests to remove access. Using application settings, you can add and modify access changesets to be processed by one system and remove access changesets to another.

You can transform the incoming data from fulfillment targets to have OpenText Identity Governance display more meaningful information. For example, instead of displaying only the incident number from your fulfillment system, you could display additional text, such as “Incident number 123456 was created in ServiceNow” in OpenText Identity Governance.

The transforms are done through Nashorn-compatible Javascript in the Fulfillment Response mapping section of the fulfillment target configuration. Within the Javascript, you can access the incoming value by creating a variable name inputValue. After manipulating the incoming value, you can return the value to OpenText Identity Governance by assigning the value to a variable name outputValue.

The following example transforms the incoming value, which is a tracking number from the connected system to Incident number 123456 created in ServiceNow in the OpenText Identity Governance displays.

outputValue = 'Incident number ' + inputValue + ' created in ServiceNow'