Saviynt app integration in service Now is not working as expected

[yatishtiwari]

Hi team,

We have integrated with ServiceNow with the Saviynt app.

Here is the configuration we have done-

1- Set Workflow Engine as 'ServiceNow'

2- Default Flow for Saviynt Applications in the Service Catalog = Blank

3- Default ServiceNow Workflow for Saviynt Catalog Items (Applications, Roles) in the Service Catalog = Saviynt Approval (Workflow created by SNOW admin for Saviynt applications)

We configured 2 applications (Application A and Application B) in Saviynt and set workflow 'Manager Approval'

Run MS Jobs and import jobs in SNOW.

Here are the steps we followed:

1. From SNOW we have raised a create account request for applications A and B. 

It goes for auto-approval in SNOW and pending task generated in Saviynt.

We go to SNOW catalog items and updated the Process Engine = Saviynt Approval for Application A.

Here are the changes we have observed-

1. From SNOW we have raised a create account request for application A. 

It goes for manager-approval in SNOW and after the manager approval, pending task generated in Saviynt. (Correct behaviour)

2. From Service Now we raised a create account request for application B. 

It goes for auto-approval in SNOW and pending task generated in Saviynt.

We tried to debug this behaviour. here are our observations-

In the SNOW catalog items

• Application A - Process Engine is set to ‘Saviynt Approval’,  which is set by SNOW admin, due to this, it is going for approval.
• Application B – Process Engine is blank, due to this it is going for auto-approval.

So, our understanding is –

1. If the value of the process engine is blank in the SNOW catalog item, SNOW should refer to the Service Catalog settings of the Saviynt app where we define the Default Flow for Saviynt Applications and Roles.
2. We checked the document and found no reference to Process Engine configuration and it’s not convenient to set the process engine for all applications manually.

Please let me know your thoughts and expert comments.

Thanks,

Yatish

[pruthvi_t]

Hi @yatishtiwari ,

Greetings.

Any time you make changes in the service catalog properties, like changing workflow engine, changing default servicenow workflow etc., you have to run the regenerate catalog items job. The new catalog items are generated with the changed configurations.

The job would delete existing catalog items and apply the changes you made in service catalog settings and generate new catalog items. However, if you've made any customizations at catalog item level, those customizations would be lost if you run regenerate catalog items job.

Thanks,

[yatishtiwari]

Hi Pruthvi,

We tried to trigger the catalog job and reset the scenario. The issue is still the same. 

Please find the attached document will the complete steps and test result.

Thanks,

Yatish