Pending task is moving to Completed task without ticket being closed in ServiceNow

[NidhiSingh]

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]

[SumathiSomala]

@NidhiSingh Check the possible values for  ticketStatusValue in JSON

[NidhiSingh]

I have mentioned Closed Complete and 3 in ticketstatusvalue.

[rushikeshvartak]

• Share postman response of ticket Status API,
• Does ticketID populated in saviynt ?

[NidhiSingh]

Yes Ticket ID is getting populated.

[rushikeshvartak]

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.⚠️

[NidhiSingh]

Updated, didn't work Rushikesh, going to completed task directly 

[rushikeshvartak]

• Please share logs in text file

[stalluri]

@NidhiSingh 

{
  "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": [
        {}
      ]
    }
  ]
}

[NidhiSingh]

Thank you Sam, this is not working as well.

[rushikeshvartak]

As per response ticket is OPEN

[NidhiSingh]

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.

[rushikeshvartak]

• Can you share both the account json and the status json? ,
• Share job config.
• Security system showing service desk connection is attached