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06/28/2024 08:52 AM
Hi team,
We have a disconnected application for which we are using service now as a ticketing application. Everything is fine except that the task for new account and add access is in 'completed task' and the service now ticket has been closed as well but when I check the accounts in the user tab then there is no account present for that application even though new account and add access tasks are completed without any error
Any idea why is that happening?
06/28/2024 09:14 AM
Hi @SSinha_ ,
Please check the User - Correlation Rule properly. I believe, There is some mismatch to correlate User with Account.
As per your confirmation, I presume that Account get created but failed to map to user. Check the Account in Accounts tab, You will see the account created with appropriate access.
06/28/2024 10:05 AM
That is what confuses me because the account itself does not shows up,otherwise it would have at least appeared in the account tab as wrongly co-related or orphan also account was created in saviynt so how can it be wrongly co-related? As we select the user in the first step of the ARS request
06/28/2024 10:42 AM
Does it exists in accounts & user_accounts table.
validate from data analyzer
06/28/2024 11:24 AM
cannot see it in the accounts table
06/28/2024 12:50 PM
It means tasks are closed but account is not created. Please validate JSONs
07/01/2024 02:20 AM
It is a disconnected application we are only using a service now connection to create ticket and fetch the status of the ticket. @SumathiSomala @rushikeshvartak
07/01/2024 07:04 AM
Please share logs when task is getting completed
07/01/2024 01:48 AM
Check the create account add access JSONs.
check the logs