Emergency Termination

[AmirthanaRam]

Hi, we have a use case for whenever user having emergency termination his service now ticket should goes to completed state automatically in saviynt or ticket should not get generating for the emergency termination or leaver process. 

In our code ticket is generating for all the scenarios. We shouldn't want to create ticket for all scenarios.

Regards,

Amirthana

[NM]

Hi @AmirthanaRam , is it a jar code or a service desk connection?

[AmirthanaRam]

Its is a Service desk connection

[NM]

@AmirthanaRam what do you mean by emergency termination?

[rushikeshvartak]

• You can add below condition in service desk create ticket json [Refer Sample below]

• "callCondition": "${arstasksObj?.source != 'ONECLICKDISABLE'}",

{
  "call": [
    {
      "name": "call1",
      "connection": "userAuth",
      "url": "https://<domainname>/api/now/table/sc_task",
      "httpMethod": "POST",
"callCondition": "${arstasksObj?.source != 'ONECLICKDISABLE'}",
      "httpParams": "{\"bp_id\":\"$user.username\",\"name\":\"$user.lastname, $user.firstname\",\"email\":\"$user.email\",\"permissions\": \"${allEntitlementsValues}\"}",
      "httpHeaders": {
        "Authorization": "${access_token}"      },
      "httpContentType": "application/json",
      "ticketidPath": "Request Number",
      "unsuccessResponses": {
        "message": ""      }
    }
  ]
}

[AmirthanaRam]

I have added this condition but i am getting the error called"Error in getting Ticket Number. Response: {"error":{"message":"A valid asset ID/Name is required.,A valid requested for is required.,undefined is not an acceptable CI. The CI support group (undefined) does not have an active user in the group.","detail":""},"status":"failure"}".

{ "call": [{ "name": "call1",
"connection": "userAuth",
"url": "*******",
"callCondition": "${arstasksObj?.source != 'ONECLICKDISABLE'}",
"httpMethod": "POST",
"httpParams": "{\"insert\": {\"partnerInfo\": {\"name\": \"com.healthcare.itr.idm\",\"externalRecord\": \"****\"},\"item\":\"General Service Request\",\"itemVariables\": {\"v_requested_for\": \"${requestor.username}\",\"v_configuration_item\":\"${endpoint.customproperty1}\",\"assignment_group\": \"{endpoint.customproperty2}\",\"v_short_description\":\"${if(task.tasktype == 2) { 'REMOVE';} else {'ADD';}} ${endpoint.endpointname} user for ${user.username} \",\"v_detailed_description\":\"Request id : ${requestid} \\\\nApplication Name : ${endpoint.endpointname}\\\\n \\\\nAction : \\\\nRequest Type : ${if(task.tasktype == 2) {'REMOVE';} else {'ADD';}} \\\\nRequested By : ${requestor.firstname},${requestor.lastname} (${requestor.username}) \\\\nRequested for : ${user.firstname},${user.lastname}(${user.username})\\\\nEntitlements :\\\\n${allEntitlementsValues} \\\\nRequestor comments :\\\\n${task.requestKey==null?'':task.requestKey?.comments?.replaceAll('<.*?>','').replaceAll('\\n','').replaceAll('\\r','').replaceAll('[^ -~À-ÿ]+','').replaceAll(new String('XFw='.decodeBase64()),new String('XFxcXA=='.decodeBase64()))} \\\\n \\\\nApprovers: ${approvers} \\\\nApprover comments : \\\\n\\\\nSaviynt Taskid : ${taskIds} \\\\n \"}}}", "httpHeaders": { "Authorization": "${access_token}" }, "httpContentType": "application/json", "ticketidPath": "result.number", "ticketStatusPath": "result.state", "ticketStatusValue": [ "Open", "OPEN", "open", "Assigned" ], "unsuccessResponses": { "message": "Failed to create the ticket" }, "successResponses": { "statusCode": [ 200, 201 ] } }] }

[rushikeshvartak]

• Since its create ticket json it mandatory needs ticket

[AmirthanaRam]

but client is telling if the user is comes under emergency termination or in leaver process, they don't want to create a ticket for this two scenarios.

Regards,

Amirthana

[rushikeshvartak]

• Currently ticket is mandatory as i have added condition see if you can add dummy close ticket in condition in ticketidPath and validate if that works