Error in Create REST connector Ticket JSON

[Ash_saviynt1]

To integrate a custom ticketing system for revocation of attestation, we are developing a REST connector
For the creation of tickets, we have configured the connection parameters (ConnectionJSON and CreateTicketJSON) as well as the security system, endpoint, and WSretry job.
However, every time we revoke access by generating a new task for the WSretry job, we receive the following error:

postman response:

CreateTicketJSON

================

{
"call": [{
"name": "call1",
"connection": "userAuth",
"url": "https://servicedeskqa.xxxxxxxxx",
"httpMethod": "POST",
"httpParams": "{\"shortDescription\": \"saviyant testing new 2\",\"description\": \"Testingnew1\", \"application\": \"WMP\",\"userUID\": \"100xxxxx\"}",
"httpHeaders": {
"Authorization": "${accessToken}"},
"httpContentType": "application/json",
"successResponses": {
"statusCode": [
200,
201
]
}
}]
}

========================

securitysystem config:

[SB]

This appears to be an issue with the JSON as the application is not able to get the Ticket ID. So either the call is not successful or the response mapping is incorrect. 

You can refer the below document for JSON references and update your JSON accordingly.

REST - https://docs.saviyntcloud.com/bundle/REST-v23x/page/Content/Developers-Handbook.htm

[SumathiSomala]

Hi @Ash_saviynt1 , 

Which type of ticket you are creating in Servicenow? 

[Ash_saviynt1]

@SumathiSomala  cherwell ticketing system

[SumathiSomala]

@Ash_saviynt1 I have shared the sample createticketjson. please change the JSON as per your requirement.

{
"call": [
{
"name": "call1",
"connection": "userAuth",
"url": "https://XXXXXXXX.service-now.com/api/now/table/sc_request",
"httpMethod": "POST",
"httpParams": "{\"opened_by\":\"${requestor}\",\"requested_for\":\"${user.username}\",\"assignment_group\":\"Application Support\",\"short_description\":\"This request has been created from Saviynt Security Manager IAM system\",\"application\":\"${task.endpoint?.displayName}\"}",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketidPath": "result.number",
"successResponses": {
"statusCode": [
200,
201
]
}
}
]
}

Let me know if it helps.

[Ash_saviynt1]

@SumathiSomala  Using above json I got same error. I just tried using OAuth2 authentication and got same result

test connectionjson:

{"authentications":{"userAuth":{"authType":"oauth2","httpHeaders":{"contentType":"application/application/json"},"authError":["InvalidAuthenticationToken","AuthenticationFailed","FAILURE","INVALID_SESSION_ID"],"url":"https://servicedeskqa.xxxxxxx","httpMethod":"POST","httpContentType":"application/json","errorPath":"errors.type","maxRefreshTryCount":5,"tokenResponsePath":"sessionId","tokenType":"Bearer","authHeaderName":"Authorization","accessToken":"eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.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.ujDcNE_XdqGIcHakIb4doQNasVNQNjgpIjNpyUqdqU4","retryFailureStatusCode":[]}}}

create ticket json:

{
"call": [{
"name": "call1",
"connection": "acctAuth",
"url": " https://servicedeskqaxxxxxxx",
"httpMethod": "POST",
"httpParams": "{\"busObId\": \"6dd53665c0c24cab86870a21cf6434ae\",\"persist\": true,,\"fields\": [{\"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:9xx2d98844b7a93c76e03885b889\",\"name\": \"AccessRequestConverted\",\"value\": \"1\"},{\"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870axx6434ae,FI:945474eb20xxxfe85a47fcab3b2601b98e8bc4\",\"name\": \"ApprovalCompleted\",\"value\": \"1\"},{\"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:9454498xx335ad051d4e6481235dfd03cb9a02\",\"name\": \"ApprovalRequired\",\"value\": \"0\"},{\"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:93670bdf8abexxf92b1f490a90c7b7d684222e13\",\"name\": \"Source\",\"value\": \"API Integration\"},{\"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:93734aaff77b1xxfcfd1d4b4aba1b0af895f25788\",\"name\": \"CustomerDisplayName\",\"value\": \"Savyint Integration\"},{\"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:93e8ea93fxx5118255419690a50ef2d56f910c\",\"name\": \"ShortDescription\",\"value\": \"WMP - Terminate Access, Login ID: fmax, UID:1000xxx\"},{ \"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:252b836fc72c4149915053ca1131d138\",\"name\": \"Description\",\"value\": \"WMP - Terminate Access, Login ID: fmax, UID:1000xxx\r\n\r\nSavyint Access Revocation\"},{ \"dirty\": true, \"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:936725cd10c735d1dd8c5b4cd4969cb0bd833655f4\", \"name\": \"Service\", \"value\": \"Access\" },{ \"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:9476bd17daee7b44d2f2894fadb2ed6e2b53d52f9c\", \"name\": \"CorporateEntity\",\"value\": \"AG\"},{\"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:9e0b434034e94781ab29598150f388aa\",\"name\": \"Category\",\"value\": \"WMP\"},{ \"dirty\": true, \"fieldId\": \"BO:6dd53665c0c24cab8687xxx1cf6434ae,FI:1163fda7e6a44f40bb94d2b47cc58f46\", \"name\": \"Subcategory\", \"value\": \"Termination\"},{ \"dirty\": true, \"fieldId\": \"BO:6dd53665c0c24cab86870a21cxxxx,FI:83c36313e97b4e6b9028aff3b401b71c\", \"name\": \"Priority\",\"value\": \"2\"},{ \"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24xxxxa21cf6434ae,FI:ae05c132527e48bd95d063c445622df7\",\"name\": \"Impact\", \"value\": \"Should Have\"}, { \"dirty\": true,\"fieldId\": \"BO:6dd53665c0c24cab86870a21cf6434ae,FI:29d741aae8bf461f8aafa3c9eb4dc822\", \"name\": \"Urgency\", \"value\": \"Expedite\"}]}",
"httpHeaders": {
"Authorization": "${accessToken}"
},
"httpContentType": "application/json",
"ticketidPath": "result.busObPublicId",
"successResponses": {
"statusCode": [
200,
201
]
}
}]
}

working postman output:

[SB]

Can you define the the path as below and try

"ticketidPath": "busObPublicId",

[Ash_saviynt1]

@SB I'm getting the same null pointer exception

[SB]

Can you update ConfigJSON param in the REST connection with value {"showLogs":true}.
This will enable additional logging and may help to identify the cause.

Can you share the log for 1 task. In case sharing the log on forums is not possible. I would suggest opening a ticket with Saviynt support.

[Ash_saviynt1]

@SB  creating a ticket and uploading logs there. Thank you!