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Can the ServiceNow Ticket Updated once created?

prajakta
New Contributor III
New Contributor III

Hi,

In ServiceNow ITSM integration once the ticket is created can it be updated later? For example, Laptop creation ticket is created as a birthright in joiner process and then :

1. if the employee do not join then the laptop ticket be cancelled

OR

2. some attributes like start date is updated then can the existing ticket be updated?

Thanks,

Prajakta

2 REPLIES 2

Manikanta_S
Saviynt Employee
Saviynt Employee

Hello @prajakta ,

Currently RITM is closed, complete once request in Saviynt is approved and tasks are created.

Thanks & Kind Regards,
Manikanta.S

prajakta
New Contributor III
New Contributor III

Hi Manikanta,

Thank you for reply. Once the ticket is created by Saviynt and its in pending state then can Saviynt trigger updates or cancellation on the same ticket later ?

For example, consider employee joiner process creates Laptop Provision ticket in ServiceNow. Laptop provision RITM ticket is created and its in pending state. Say on the next day if employee's start date is updated then can Saviynt update the start date in the RITM which is already created?