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:
- A few tasks marked as 'completed' when we have a connection in the 'Provisioning Connection' field in Security System. We have kept this attribute blank at the endpoint level and we have the 'Connection' field populated with the connection we use for recon. But we noticed that after we run the wsretry the first time after task creation, the 'Provisioning Connection' field gets automatically updated to the same connection we have in the 'Connection' field and that might be the reason for the tasks completed before ticket closure in Freshservice.
- When we keep both the 'Provisioning Connection' and 'Connection' fields empty, the task is behaving as expected - after the first wsretry, tickets are created in the Freshservice, and tasks marked as 'Pending Provision' and after the ticket is completed in Freshservice, we run wsretry again in Saviynt, the tasks in Saviynt gets marked as Completed.
- But we cannot remove the 'Connection' field from the security system because this is required for our reconciliation.
Any suggestions on how to resolve the issue.
Thanks & Regards,
SaviyntSavvy
