We are building a ServiceNow ticketing integration for our customer in their Saviynt. We would need info on the disconnected system part.
Customers preferred solution would be following:
For the step 4 to work for a disconnected system, we would need to know the ServiceNow requestID in order to update an already existing request in ServiceNow side. How could this be achieved?
Currently we have seen that when the Saviynt internal request/task element is formed, in the business justification section, there is the ServiceNow internal requestID present.
However, we have not been able to fetch the business justification content from any of the tables (arstasks, ars_requests, etc.).
So, can we fetch the ServiceNow requestID in any way in order to not create a new request but to update an existing one with a task? Any tips to solve this issue are appreciated.
1. from snow invoke api to get the task details by saviynt request id created while submitting request through snow app. Them close the saviynt task and add task in snow ticket.
2. At saviynt end have a custom jar that will do the above logic.
But in both above approaches task is getting closed/completed in saviynt and access is still not provisioned in real to the user.
Also for disconnected apps you can manager approaval also in snow and go to saviynt only for connected apps.