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09/19/2024 05:25 AM - last edited on 09/19/2024 06:32 AM by Sunil
Hello,
We integrated ServiceNow with Saviynt as ticketing tool and we are trying to pull ticket status from ServiceNow and it's not giving any error but it's not pulling the status either. Attaching the Ticket Status JSON.
Thank you.
[This message has been edited by moderator to mask sensitive information]
09/19/2024 05:52 AM
@NidhiSingh Check the possible values for ticketStatusValue in JSON
09/19/2024 06:08 AM
I have mentioned Closed Complete and 3 in ticketstatusvalue.
09/19/2024 05:54 AM
09/19/2024 06:07 AM - last edited on 09/19/2024 06:38 AM by Sunil
09/19/2024 06:13 AM
Change below
"ticketStatusPath": "result.state",
In all documents, please remove client domain name change to XXXX
⚠️ Reminder: Mask possible PII such as employee names, email addresses, phone numbers, IP addresses, account details, company-specific URLs, and client names before sharing.⚠️
09/19/2024 06:23 AM
Updated, didn't work Rushikesh, going to completed task directly
09/19/2024 06:30 AM
09/19/2024 06:29 AM
{
"call": [
{
"name": "call1",
"connection": "userAuth",
"url": "https://dev.service-now.com/api/now/table/sc_req_item?sysparm_query=request.number=${ticketID}&sysparm_limit=1&sysparm_display_value=true",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}" },
"httpContentType": "application/json",
"ticketStatusPath": "result[0].state",
"ticketStatusValue":[
"Closed Complete",
"closed",
"CLOSED",
"Closed"
],
"disContinueStatusValue":[
"Closed Incomplete",
"closed incomplete",
"CLOSED INCOMPLETE"
],
"successResponses": [
{}
]
}
]
}
09/19/2024 08:22 AM
Thank you Sam, this is not working as well.
09/19/2024 08:23 AM
As per response ticket is OPEN
09/19/2024 08:39 AM
Yes it is in ServiceNow, but in Saviynt the task moved to Completed Tasks, but status doesn't reflect as Completed or Open. It's empty as shown in Screenshot, Accountcomments section in provisioning comment should show the status of the task.
09/19/2024 09:13 AM