Click HERE to see how Saviynt Intelligence is transforming the industry. |
05/28/2024 09:48 PM - edited 05/29/2024 11:30 AM
Hi all,
We have a requirement of Hybrid implementation where we using Freshservice as ITSM application.
We are using 2 connections in the Security System, one connection is for Reconciliation and the other connection is Service desk connection, to create the tickets for the application team in Freshservice (the application team will create the tasks and later we reconcile the accounts to Saviynt through Import Job).
We keep the Provisioning connection as blank as the provisioning is managed by the application team based on the Tickets generated for the User account.
We have noticed that when we run wsretry job after tasks creation, the tickets are getting created in Freshservice successfully, but a few tasks (Update account task and New account task) are moved to completed tasks immediately.
Ideally, after the first run of wsretry, the task should be moved to the 'Pending provisioning' state and once the ticket is closed in freshservice, tasks should be marked as completed after running wsretry job.
Analysis:
Any suggestions on how to resolve the issue.
Thanks & Regards,
SaviyntSavvy
05/28/2024 11:28 PM
Share Security system config screenshot along with logs