Only first account is provisioning - ServiceNow - REST

[nvachhani]

Only the one account is sending values to ServiceNow table when job is run. For example:

Task 1 - User 1 - Create Account

Task 2 - User 2 - Update Account

Task 3 - User 1 - Update Account

Only Task 1 will send values to ServiceNow. Task 2 and 3 will send attribute variables only (e.g. ${user.customproperty3})

Any idea why this is occurring? Below is the JSON being used for all task types:

{
    "accountIdPath": "call1.message.result.sys_id",
    "responseColsToPropsMap": {},
    "call": [
        {
            "name": "call1",
            "connection": "acctAuth",
            "url": "https://xxx.service-now.com/api/now/table/u_xxx",
            "httpMethod": "POST",
            "httpParams": "{\"u_first_name\":\"${user.firstname}\",\"u_middle_name\":\"${if(user?.middlename!=null){user?.middlename}else{''}}\",\"u_last_name\":\"${user.lastname}\",\"u_employee_type\":\"${user.employeeType}\",\"u_manager_number\":\"${user.owner}\",\"u_manager\":\"${user.owner}\",\"u_title\":\"${user.title}\",\"u_company\":\"${user.companyname}\",\"u_division\":\"${user.customproperty3}\",\"u_department\":\"${user.departmentname}\",\"u_phone\":\"${if(user?.phonenumber!=null){user?.phonenumber}else{''}}\",\"u_mobile_phone\":\"${if(user?.secondaryPhone!=null){user?.secondaryPhone}else{''}}\",\"u_employee_number\":\"${user.username}\",\"u_function\":\"${user.job_function}\",\"u_job_family_group\":\"${user.customproperty10}\",\"u_job_family\":\"${user.customproperty11}\",\"u_executive\":\"${user.customproperty12}\",\"u_support_organization\":\"${user.customproperty13}\",\"u_cost_center\":\"${user.costcenter}\",\"u_employee_status\":\"${user.statuskey}\",\"u_preferred_first_name\":\"${if(user?.preferedFirstName!=null){user?.preferedFirstName}else{''}}\",\"u_account_expiration_date\":\"${user.termdate}\",\"u_location\":\"${user.location}\",\"u_user_name\":\"${user.systemUserName}\"}",
            "httpHeaders": {
                "Authorization": "${access_token}"
            },
            "httpContentType": "application/json",
            "unsuccessResponses": {
                "error.message": "Operation Failed"
            }
        }
    ]
}

[rushikeshvartak]

Are you storing values in accounts column

[nvachhani]

We are reconciling accounts, yes. But we are using user attributes when provisioning to target system. 

[Vedanth-BK]

hi @nvachhani 
please share the update account json also the provisioning comments that you see for the update account task.
 

[nvachhani]

The update account json is the same as create account json. We are writing to a table in ServiceNow that updates a main table based on changes.

Provisioning comments:

{"call1":{"headers":"yqml19ySuHDfqY6BdU6Z6CVowM5CVdrGH7CHrJy7z84r85l8n2/06mjMUr7Q+CYq/CIW/9Yohu+7R7uxdiPOHK5vroWFPBzqgqS6IGq+AS9nepBRXwYaUA+SiambeecNgaca4pYm8OJw/lDmwatRK/e7CHOHp/UE3NkWiICeomXfQN63FF3oLYp+Sq2xVB5te6wCs1sjhReaod3IDtGnwGOfGkXItt2hTf3kJ9k4VpGbEtA+zvQB2O+Z3j9MSOa+wEL3QhBcl8byLml3PY3XB4RaQKQE2ykv7zOYmjtOPyDzRkbgmhjjOZKe6QhhEr+A3yr/2terhwxO8mF6DE7jjNXuUi3zMqFmpo16IN5ego3YWVpPzYs","message":{"result":{"u_department":"${user.departmentname}","u_support_organization":"${user.customproperty13}","u_division":"${user.customproperty3}","sys_import_state_comment":"No field values changed","template_import_log":"","sys_updated_on":"2024-02-12 19:10:29","u_middle_name":"${if(user?.middlename!=null){user?.middl","sys_class_name":"u_saviynt_user_details","u_company":"${user.companyname}","u_last_name":"${user.lastname}","sys_target_sys_id":{"link":"https://xxxdev.service-now.com/api/now/table/sys_user/90c145f5db80c694bb3443d913961938","value":"90c145f5db80c694bb3443d913961938"},"u_employee_type":"${user.employeeType}","sys_id":"17a6bb7d1b948ed04e6510ad2d4bcbd3","sys_updated_by":"Saviynt_integration","u_phone":"${if(user?.phonenumber!=null){user?.phon","sys_created_on":"2024-02-12 19:10:29","sys_import_set":{"link":"https://xxxdev.service-now.com/api/now/table/sys_import_set/f5b0ebb5db548ad0bb3443d913961928","value":"f5b0ebb5db548ad0bb3443d913961928"},"sys_transform_map":{"link":"https://xxxdev.service-now.com/api/now/table/sys_transform_map/c252eae6db0b3950bb3443d913961936","value":"c252eae6db0b3950bb3443d913961936"},"sys_created_by":"Saviynt_integration","sys_import_row":"9","u_mobile_phone":"${if(user?.secondaryPhone!=null){user?.s","u_executive":"${user.customproperty12}","sys_row_error":"","sys_target_table":"sys_user","u_employee_status":"${user.statuskey}","u_manager_number":"${user.owner}","u_function":"${user.job_function}","u_title":"${user.title}","sys_mod_count":"1","u_job_family_group":"${user.customproperty10}","import_set_run":{"link":"https://xxxdev.service-now.com/api/now/table/sys_import_set_run/5ba6bb7d1b948ed04e6510ad2d4bcbd4","value":"5ba6bb7d1b948ed04e6510ad2d4bcbd4"},"sys_tags":"","sys_import_state":"ignored","u_locked_out":"","u_job_family":"${user.customproperty11}","u_first_name":"${user.firstname}","u_account_expiration_date":"","u_user_name":"${user.systemUserName}","u_employee_number":"${user.username}","u_location":"${user.location}","u_manager":"${user.owner}","u_cost_center":"${user.costcenter}"}},"statusCode":201,"description":null,"status":"Success"}}

[rushikeshvartak]

Reduce number of attributes and try one of the variable value is not evaluating hence its causing issue

[nvachhani]

I will try this. But just curious why it would work for some users and not others? 

[nvachhani]

Looks like it fails when adding more than one if/else condition as it is working when I add attributes back one by one until I get to phonenumber(tried phoneNumber as well) and secondaryPhone.

[rushikeshvartak]

use ternary operator 

${user?.phonenumber ? user.phonenumber : user?.secondaryPhone ? user.secondaryPhone : user?.customproperty29 ? user.customproperty29 : '0000000000'}

[nvachhani]

Still the same issue with ternary operators, see below JSON:

{
    "accountIdPath": "call1.message.result.sys_id",
    "responseColsToPropsMap": {},
    "call": [
        {
            "name": "call1",
            "connection": "acctAuth",
            "url": "https://xxx.service-now.com/api/now/table/u_saviynt_user_details",
            "httpMethod": "POST",
            "httpParams": "{\"u_first_name\":\"${user.firstname}\",\"u_middle_name\":\"${user?.middlename=null ? '' : user?.middlename}\",\"u_last_name\":\"${user.lastname}\",\"u_employee_type\":\"${user.employeeType}\",\"u_manager_number\":\"${user.owner}\",\"u_manager\":\"${user.owner}\",\"u_title\":\"${user.title}\",\"u_company\":\"${user.companyname}\",\"u_division\":\"${user.customproperty3}\",\"u_department\":\"${user.departmentname}\",\"u_phone\":\"${user?.phonenumber=null ? '' : user?.phonenumber}\",\"u_mobile_phone\":\"${user?.secondaryPhone=null ? '' : user?.secondaryPhone}\",\"u_employee_number\":\"${user.username}\",\"u_function\":\"${user.job_function}\",\"u_job_family_group\":\"${user.customproperty10}\",\"u_job_family\":\"${user.customproperty11}\",\"u_executive\":\"${user.customproperty12}\",\"u_support_organization\":\"${user.customproperty13}\",\"u_cost_center\":\"${user.costcenter}\",\"u_employee_status\":\"${user.statuskey}\",\"u_preferred_first_name\":\"${if(user?.preferedFirstName!=null){user?.preferedFirstName}else{''}}\",\"u_account_expiration_date\":\"${user.termdate}\",\"u_location\":\"${user.location}\",\"u_user_name\":\"${user.systemUserName}\"}",
            "httpHeaders": {
                "Authorization": "${access_token}"
            },
            "httpContentType": "application/json",
            "unsuccessResponses": {
                "error.message": "Operation Failed"
            }
        }
    ]
}

[nvachhani · Accepted solution]

Issue found:

termdate needed to be termDate