Error in getting Ticket Number. Response: {"id":"IMS0XXXX"}

[sridhar]

Hi All,

We are trying to raise request for servicenow and ticket is getting created, but the task is not getting provisioned with below error. 

Error: Error in getting Ticket Number. Response: {"id":"IMS0XXX"}

Create ticket JSON:

{ "accountIdPath": "call1.message.Body.Token", "dateFormat": "yyyy-MM-dd'T'HH:mm:ssXXX", "responseColsToPropsMap": { "customproperty1": "call1.message.Body.Token~#~char", "comments": "call1.message.Message~#~char" }, "call": [ { "name": "Groups", "connection": "userAuth", "url": "https://xxxx/servicemanagement/v1/tickets?type=ServiceRequest", "httpMethod": "POST", "httpParams": "{\"shortDescription\":\"${if (task.tasktype == 1) {'Add Access'} else {'Remove Access'}} Request - ${task.entitlement_valueKey.entitlement_value} \",\"category\":\"Access\",\"subCategory\":\"Access request / removal\",\"description\":\"A request for Access Entitlements has been raised in the Access Management System with the following details. If required, please use the Request ID provided to view further details of this request within the Access Management System : https://*******/ECM/workflowmanagement/requesthome?menu=1 \\\n \\\n Access Requested For : ${user.lastname ?: ''}, ${user.preferedFirstName ?: ''} (${user.username ?: ''}) \\\n Request Type : ${if (task.tasktype == 1) {'Add Access'} else {'Remove Access'}} \\\n Requested Entitlement(s) : ${task.entitlement_valueKey.entitlement_value} \\\n Requested By : ${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).lastname}, ${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).preferedFirstName} (${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).username}) \\\n Specific Instructions : ${task.entitlement_valueKey.customproperty3 ?: ''} \\\n Access Management Request ID : ${task?.requestKey?.processinstanceid?.indexOf('.') >= 0 ? task.requestKey.processinstanceid.substring(task.requestKey.processinstanceid.indexOf('.') + 1) : ''}\",\"caller\":\"${user.username ?: ''}\",\"assignmentGroup\":\"${task.entitlement_valueKey.customproperty2}\",\"type\":\"request\",\"openedBy\":\"${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).username}\"}", "httpHeaders": { "Authorization": "${access_token}", "Content-Type": "application/json", "Accept": "application/json", "X-Workato-Access-Profile-Key": "***************" }, "httpContentType": "application/json", "ticketidPath": "number", "responses": { "successResponses": { "statusCode": { "200": { "responseMessage": "Successfully updated" }, "201": { "responseMessage": "Successfully updated" }, "202": { "responseMessage": "Successfully updated" }, "203": { "responseMessage": "Successfully updated" }, "204": { "responseMessage": "Successfully updated" } } }, "unsuccessResponses": { "statusCode": { "400": { "responseMessage": "Operation Failed" }, "401": { "responseMessage": "Operation Failed" }, "403": { "responseMessage": "Operation Failed" }, "404": { "responseMessage": "Operation Failed" }, "405": { "responseMessage": "Operation Failed" }, "500": { "responseMessage": "Operation Failed" }, "501": { "responseMessage": "Operation Failed" } } } } } ] }

Ticket Status JSON:

{ "accountIdPath": "call1.message.Body.Token", "dateFormat": "yyyy-MM-dd'T'HH:mm:ssXXX", "responseColsToPropsMap": { "customproperty1": "call1.message.Body.Token~#~char", "comments": "call1.message.Message~#~char" }, "call": [ { "name": "Groups", "connection": "userAuth", "url": "https://xxxx/servicemanagement/v1/tickets/${ticketID}", "httpMethod": "GET", "httpHeaders": { "Authorization": "${access_token}", "Content-Type": "application/json", "Accept": "application/json", "X-Workato-Access-Profile-Key": "********************" }, "httpContentType": "application/json", "ticketStatusPath": "serviceNowStatus", "ticketStatusValue": [ "Closed Complete" ], "disContinueStatusValue": [ "Closed Incomplete", "Closed Skipped" ], "successResponses": [ { "statusCode": [ 200 ] } ] } ] }

Regards

Sridhar

[NM]

Hi @sridhar , is it working from postman??

[sridhar]

Hi NM, it's working from Postman.

[rushikeshvartak]

In both json it should be ticketidPath and not accountIdPath

refer https://docs.saviyntcloud.com/bundle/ServiceNow-v2021x/page/Content/ServiceNow-as-a-Ticketing-System...

[sridhar]

Hi Rushikeshvartak,

Still i can see same error(Error in getting Ticket Number. Response: {"id":"IMS0XXXX"})After updating ticketidPath in both Json.

Regards

Sridhar

[rushikeshvartak]

Your JSON was overall wrong 

{
  "call": [
    {
      "name": "call1",
      "connection": "userAuth",
      "url": "https://xxxx/servicemanagement/v1/tickets?type=ServiceRequest",
      "httpMethod": "POST",
      "httpParams": "{\"shortDescription\":\"${if (task.tasktype == 1) {'Add Access'} else {'Remove Access'}} Request - ${task.entitlement_valueKey.entitlement_value} \",\"category\":\"Access\",\"subCategory\":\"Access request / removal\",\"description\":\"A request for Access Entitlements has been raised in the Access Management System with the following details. If required, please use the Request ID provided to view further details of this request within the Access Management System : https://*******/ECM/workflowmanagement/requesthome?menu=1 \\\n \\\n Access Requested For : ${user.lastname ?: ''}, ${user.preferedFirstName ?: ''} (${user.username ?: ''}) \\\n Request Type : ${if (task.tasktype == 1) {'Add Access'} else {'Remove Access'}} \\\n Requested Entitlement(s) : ${task.entitlement_valueKey.entitlement_value} \\\n Requested By : ${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).lastname}, ${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).preferedFirstName} (${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).username}) \\\n Specific Instructions : ${task.entitlement_valueKey.customproperty3 ?: ''} \\\n Access Management Request ID : ${task?.requestKey?.processinstanceid?.indexOf('.') >= 0 ? task.requestKey.processinstanceid.substring(task.requestKey.processinstanceid.indexOf('.') + 1) : ''}\",\"caller\":\"${user.username ?: ''}\",\"assignmentGroup\":\"${task.entitlement_valueKey.customproperty2}\",\"type\":\"request\",\"openedBy\":\"${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).username}\"}",
      "httpHeaders": {
        "Authorization": "${access_token}",
        "Content-Type": "application/json",
        "Accept": "application/json",
        "X-Workato-Access-Profile-Key": "***************"
      },
      "httpContentType": "application/json",
      "ticketidPath": "id",
      "ticketStatusPath": "result.status",
      "ticketStatusValue": [
        "success",
        "OPEN",
        "open"
      ],
      "successResponses": {
        "statusCode": [
          200,
          201
        ]
      }
    }
  ]
}

[sridhar]

Hi @rushikeshvartak ,

This is the updated JSON, please review once.

{ "accountIdPath": "call1.message.Body.Token", "dateFormat": "yyyy-MM-dd'T'HH:mm:ssXXX", "responseColsToPropsMap": { "customproperty1": "call1.message.Body.Token~#~char", "comments": "call1.message.Message~#~char" }, "call": [ { "name": "Groups", "connection": "userAuth", "url": "https://test/servicemanagement/v1/tickets?type=ServiceRequest", "httpMethod": "POST", "httpParams": "{\"shortDescription\":\"${if (task.tasktype == 1) {'Add Access'} else {'Remove Access'}} Request - ${task.entitlement_valueKey.entitlement_value} \",\"category\":\"Access\",\"subCategory\":\"Access request / removal\",\"description\":\"A request for Access Entitlements has been raised in the Access Management System with the following details. If required, please use the Request ID provided to view further details of this request within the Access Management System : https://test.saviyntcloud.com/ECM/workflowmanagement/requesthome?menu=1 \\\n \\\n Access Requested For : ${user.lastname ?: ''}, ${user.preferedFirstName ?: ''} (${user.username ?: ''}) \\\n Request Type : ${if (task.tasktype == 1) {'Add Access'} else {'Remove Access'}} \\\n Requested Entitlement(s) : ${task.entitlement_valueKey.entitlement_value} \\\n Requested By : ${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).lastname}, ${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).preferedFirstName} (${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).username}) \\\n Specific Instructions : ${task.entitlement_valueKey.customproperty3 ?: ''} \\\n Access Management Request ID : ${task?.requestKey?.processinstanceid?.indexOf('.') >= 0 ? task.requestKey.processinstanceid.substring(task.requestKey.processinstanceid.indexOf('.') + 1) : ''}\",\"caller\":\"${user.username ?: ''}\",\"assignmentGroup\":\"${task.entitlement_valueKey.customproperty2}\",\"type\":\"request\",\"openedBy\":\"${com.saviynt.ecm.identitywarehouse.domain.Users.get(task.requestKey.requestor).username}\"}", "httpHeaders": { "Authorization": "${access_token}", "Content-Type": "application/json", "Accept": "application/json", "X-Workato-Access-Profile-Key": "XXXX" }, "httpContentType": "application/json", "ticketidPath": "result.request_number", "ticketStatusPath": "result.state", "ticketStatusValue": [ "Open", "OPEN", "open" ], "responses": { "successResponses": { "statusCode": { "200": { "responseMessage": "Successfully updated" }, "201": { "responseMessage": "Successfully updated" }, "202": { "responseMessage": "Successfully updated" }, "203": { "responseMessage": "Successfully updated" }, "204": { "responseMessage": "Successfully updated" } } }, "unsuccessResponses": { "statusCode": { "400": { "responseMessage": "Operation Failed" }, "401": { "responseMessage": "Operation Failed" }, "403": { "responseMessage": "Operation Failed" }, "404": { "responseMessage": "Operation Failed" }, "405": { "responseMessage": "Operation Failed" }, "500": { "responseMessage": "Operation Failed" }, "501": { "responseMessage": "Operation Failed" } } } } } ] }

[rushikeshvartak]

Use json shared above

[sridhar]

Hi Rushikeshvartak,

Thank you for the help, still i'm getting same error under provisioning comments(Error in getting Ticket Number. Response: null), i'm able to see request and with the status.

Regards

Sridhar

[rushikeshvartak]

Please share postman screenshot and curl command [Refer https://codingnconcepts.com/postman/how-to-generate-curl-command-from-postman/ ]



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