Activate’s Service Desk integrations enable seamless 

 between Activate and leading ITSM platforms such as ServiceNow, Cherwell, Assyst, and Remedy.

This ensures that all identity-related actions — from provisioning to access requests — are traceable within the service desk, maintaining alignment between operational IT and identity governance processes.

Ticket integration allows Activate to automatically 

 as part of workflow execution.

This removes the need for manual service desk intervention, reduces duplication, and ensures every action in Activate is logged and visible through the organisation’s standard ITSM tools.

 (creating or updating tickets in the ITSM system) and, optionally, a 

 (processing updates or status changes that originate from the ITSM platform).


Activate workflows can automatically raise incidents, service requests, or change records within the connected ITSM system. 


Ticket statuses, comments, and resolution details can be synchronised back to Activate for tracking and reporting. 


Tickets created from Activate include user and role metadata, ensuring full traceability for access-related actions. 


Tickets can be generated automatically based on specific events such as approval rejections, job failures, or system alerts. 


All ticket transactions are logged in Activate, providing a consolidated view of requests across both systems. 

Unified incident and access request tracking. 

Faster resolution through contextual identity data. 

Reduced manual data entry and service desk workload. 

Improved governance and compliance reporting. 

Ticket types and field mappings must be configured in the Service Desk Provider’s parameters within Activate.

Ensure appropriate credentials or API tokens are configured with permission to create and update tickets. 

If bidirectional synchronisation is used, Activate must periodically poll or subscribe to ticket update events via the ITSM API. 

It is recommended to configure a dedicated 

Automatically log a ServiceNow request when a user requests elevated access through Activate PAM. 

Raise an incident in Cherwell when a workflow fails due to an external system error. 

Close a change request in Remedy once Activate confirms completion of an account provisioning job.

Asset Integration

Ticket Integration

Microsoft’s cloud platform providing infrastructure, networking, storage, and application services. In Activate, it’s used as the hosting environment or for integration with Microsoft 365 and Entra ID services.

Azure

DotNetVersion

Microsoft Entra Connect (formerly Azure AD Connect) is a tool that syncs on-premises Active Directory identities with Microsoft Entra ID, enabling hybrid identity and seamless access to cloud resources.

Microsoft_Entra_Connect

Active Directory (AD) is Microsoft’s directory service that stores and manages user accounts, devices, and permissions, enabling secure authentication and centralized access control within a Windows network.

Active_Directory

ActivateJobService

ActivateAdministrator

SupportedPowerShellVersions

SupportedOSVersions

SupportedSQLVersions

Name that identifies the instance of Activate.  This is only used by Administrators and isn't displayed to end users.

instance_name

An installation type of Activate where there is no local domain connection, all authentication, authorisation and identity management is handled by Entra ID.

Cloud_Only

Microsoft Entra ID (formerly Azure Active Directory) is Microsoft’s cloud-based identity and access management service, providing secure authentication, user lifecycle management, and access control for Microsoft 365 and other apps.

Microsoft_Entra_ID

A software switch that enables or disables functionality at runtime without redeploying code. In Activate, they are configured under //Resources/Configuration/FeatureFlags.

feature_flag

Microsoft module for managing Exchange Online, using modern authentication and REST API–based cmdlets for faster, more reliable automation of mailboxes, compliance, and organisation settings.

EXO_V3_PowerShell_Module

An Organizational Unit (OU) is a container in Active Directory used to organise users, groups, computers, and other objects within a domain. OUs help structure resources logically and apply group policies for easier management and administration.

A User Type is a template in Activate that defines rules, attributes, and behaviours for a category of users (e.g., Employee, Contractor), ensuring consistent user account setup and configuration.

User_Type

A resource object in Activate representing a physical or virtual Exchange Server

Exchange_Server_Resource

Defines the object type that the resource will emulate or operate as.

Class_parameter

Clonesthe selected inherited parameter to make a local copy to override the value

Override

Runs the Activate Provisioning Server and performs actions across target systems.

Orchestrator_Account

A complete, immutable log of identity-related events, including provisioning actions, access approvals, and policy evaluations.

Audit_Trail

An integration module that enables Activate to read/write data from external systems (e.g., provisioning accounts in Azure AD).

Connector

A periodic process where managers or data owners validate that users still require their existing access — critical for compliance.

Access_Certification_and_Review

A user-initiated process to gain access to new systems or roles, often requiring manager or system owner approval.

Access_Request

Any downstream application or service where identities need access (e.g., Active Directory, Okta, Salesforce).

Target_System

The authoritative system from which identity data is imported (e.g., HRIS like Workday or SAP SuccessFactors).

Identity_Source

An access control model that uses user, resource, or environment attributes (e.g., department = "HR", location = "US") to make access decisions dynamically.

ABAC_Attribute-Based_Access_Control

An access control model where users receive permissions based on assigned roles. This model helps enforce least privilege.

RBAC_Role-Based_Access_Control

A collection of entitlements assigned based on a user’s job function or department. Roles simplify access management and are often tied to policies (e.g., "Finance Analyst Role").

Role

A specific access right or permission within a system (e.g., "Read-only access to Salesforce Reports"). Entitlements can be grouped into roles.

Entitlement

The removal or disabling of user accounts and access when they are no longer required — for example, when an employee leaves the organization.

Deprovisioning

The automated process of creating accounts and granting access to systems or applications based on a user’s role or attributes.

Provisioning

A digital representation of a user (employee, contractor, service account, etc.) within an organization. Each identity is typically linked to a unique identifier, such as an email address or employee ID.

Identity

This is the process of bringing on a new user

Onboarding

Hierarchical Role-Based Provisioning automates user access by assigning roles based on organisational structure, ensuring users inherit the correct permissions and resources aligned to their position or function.

Hierarchical_Role-Based_Provisioning

A group email address that automatically forwards messages to all its members, allowing you to send emails to multiple recipients at once.

Distribution_List

An expression is a conditional statement using Activate expression syntax.

expression

AzureProductName

User Integration

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