How to pass dynamicAttribute in CreateTicketJSON

[Community_User]

Originally posted on September 15 2021 at 13:30 UTC

Hi all,

we are currently working on the Ticket creation via REST Connector and have the following parameter pass via API call

.        

... "httpParams": "{\"CreatedBy\":\"${requestor}\",\"Source\": \"${reqAttrs.Source}\", \"AlternateContactLink_RecID\": \"${reqAttrs.Recid}\",\"Symptom\": \"${reqAttrs.Description}\",         "httpHeaders": {...

The calls using ${reqAttrs.) works fine for all dynamic attributes except the ${reqAttrs.Recid), which is a dynamic attribute fetched using single select sql query from a custom Attribute in Accounts. The value can be seen on the pending task overview but when passing it through the API call the value is always null.

Is there a different way on how to access this dynamic attribute?

[Community_User]

Originally posted on September 15 2021 at 13:39 UTC

Hi Faizal,

Thanks for posting this question. Since you mention only one Dynamic attribute is not getting fetched. Can you please validate/answer the following:

- Ensure that the dynamic attribute has an accounts column associated to it in the DA configuration.

- How is the task getting generated? - From an ARS request or Rule?
- Is the request for a new account or modify request?

- If its from Rule, ensure that the DA has a default value

- If its a modify request, is the particular DA value being modified?

Regards,

Sahaj

[Community_User]

Originally posted on September 15 2021 at 13:48 UTC

Hi Sahaj,

thanks for the quick reply. Please find the answers below.

- Ensure that the dynamic attribute has an accounts column associated to it in the DA configuration.

Yes, it has.

- How is the task getting generated? - From an ARS request or Rule?

Task getting generated via ARS request.
- Is the request for a new account or modify request?

it is for a new account, to be specific it is creating a new ticket.

- If its from Rule, ensure that the DA has a default value

Default value is also set same as value.

- If its a modify request, is the particular DA value being modified?

no, its not a modify request. The DA value is a fetched sql statement which works fine and apears on the request page in the UI.

Regards

Faizal

[Community_User · Accepted solution]

Originally posted on September 15 2021 at 14:05 UTC

Hi Faizal,

Thank you for the updates. Kindly validate again that an account column is associated to your dynamic attribute, if not this would not be the right behavior as its just for one DA :

Also the value in the accounts column should reference an actual column on Saviynt's account table example accounttype,customproperty1,customproperty2,name etc.
If you want to refer the available columns, please go to Admin --> Admin Function --> Data Analyser and view it :

Regards,

Sahaj

[Community_User]

Originally posted on September 16 2021 at 06:41 UTC

Hi Sahaj,

it worked, thanks! As you mentioned, the Account Column was not set correctly.

Regards,

Faizal