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Fetching ServiceNow requestID for ticketing integration

ekorh
Regular Contributor
Regular Contributor

Hi,

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:

  1. End user requests something from ServiceNow UI. ServiceNow creates a request & RITM in ServiceNow
  2. Saviynt App for ServiceNow sends a request to Saviynt for fulfillment
  3. Approval workflow in Saviynt is run
  4. When approved Saviynt provisions request to connected system but if requested account/entitlement is for disconnected system a new task is added to the original request in ServiceNow (made in step 1).

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. 

BR,
Ella

3 REPLIES 3

nimitdave
Saviynt Employee
Saviynt Employee

2 approaches:

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.

ekorh
Regular Contributor
Regular Contributor

Hi,

Thank you for the suggestions.

Just wondering still, is the business justification for a request stored in any table in Saviynt?

 

nimitdave
Saviynt Employee
Saviynt Employee

Please check in ars_requests table

select * from ars_requests ar where ar.COMMENTS like '%RITM%';