CSM contacts for SSO authentication

[kashifansari07]

Hello,

We have a requirement to create customer contacts in Azure which will be pushed to ServiceNOW in user table, how can we map them to contacts, Also, while customer admin creates the contacts for their accounts, how can i achieve them to be created in Azure and replicate in ServiceNOW

[Thomas Lindenho]

Hi,

for user provisioning: according to https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/servicenow-provisioning-tutorial ("Provisioning requests are sent by default to https://{your-instance-name}.service-now.com/{table-name}. If you need a custom tenant URL, you can provide the entire URL as the instance name.") it should work by changing the instance name to https://{your-instance-name}.service-now.com/customer_contact

For creation of new contacts I would offer a record producer and create a (work)flow which creates the contact in Azure AD. The user will then be added to ServiceNow by the "usual" provisioning mechanism.

Kind regards
Thomas

[Poorna Kola · Accepted solution]

1. Create a scheduled job to process the sys_user records and update the class field = contact for the filtered/required users.

2. A record producer on customer catalog only available for customer admins, can trigger a orchestration flow to Azure AD via Microsoft Graph API to create the user, on successful creation of the user in AD, you can leave the contact creation to Azure AD Provisioning or Create a contact directly in ServiceNow. 

[kashifansari07]

the first part i have achieved by creating a before BR to update the records based on the domain of users and mapping to Contacts class.

for the second part do we need to use integration hub for Azure spoke to be used in flow designer?

[Poorna Kola]

Its your choice, you can do with Spoke or custom REST call to Graph API.

Spoke - https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/integrationhub/concept/microsoft-azure-ad-spoke.html

This requires IntegrationHub Professional subscription.

For custom REST calls, refer Microsoft Graph API:

https://docs.microsoft.com/en-us/graph/api/resources/users?view=graph-rest-1.0

specific page to create users in AD: https://docs.microsoft.com/en-us/graph/api/user-post-users?view=graph-rest-1.0&tabs=http