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05/23/2024 08:50 AM
We have integrated ServiceNow with Saviynt using the SaviyntApp in ServiceNow. The connectivity is successful.
If the workflow is configured to be in Saviynt, then everything works fine - when a ticket is created, a Saviynt request also gets created and it triggers the assigned workflow. After reviewer approves, task gets created and then provisioning works fine.
But when the workflow is configured to be in ServiceNow - then the tasks are created in Saviynt immediately after a ticket is raised. It does not wait for the ServiceNow workflow process for approver to review/approve it.
What could be going wrong here? Dont think this is because of SavRole accesses as suggested in other forum posts. Which logs do we refer to understand, why the ServiceNow workflow does not get triggered.
05/23/2024 11:56 PM
Hi @karamchand
Could you please check and confirm if workflow is setup in respective application's security system. Refer Integration Best Practices and Business Scenarios (saviyntcloud.com)
In cases where both requests and approvals are handled by ServiceNow and fulfillment is handled by Saviynt, ensure that a Workflow is set up on the respective application's Security System beforehand (don't choose Autoapproval).
This is to verify that the appropriate access options are available on SaviyntApp, and the request is held in Saviynt until the approval process is completed in ServiceNow. If it is approved in ServiceNow, it is approved in Saviynt.
Regards,
Dhruv Sharma
05/24/2024 12:02 AM
hi Dhruv
Thanks for your response. But what kind of workflow should be configured in Saviynt? Is there a sample I can refer to?
And does this dummy workflow in Saviynt get automatically approved, when request is approved in ServiceNow?
05/27/2024 12:59 AM
hi,
Requesting a response on this please - any one who faced a similar issue with this integration in the past?
06/03/2024 11:11 AM
It could be any simple one level workflow. Because this workflow is just to hold the request from getting auto approved and closed in saviynt before approval happens in servicenow.
So just any one level workflow is fine. Once the approval happens in servicenow then the business rule triggers an api call is made to approve the request in saviynt as well irrespective of workflow used.
Thanks,
06/26/2024 09:46 AM
Hi @pruthvi_t we are facing similar problem. As per your statement "business rule triggers an api call is made to approve the request in saviynt as well irrespective of workflow used." Where is this business rule configured? Is it on the SNOW side? Can you please share any documentation around this process?
06/04/2024 08:49 AM
Thanks, we will try this out.
06/27/2024 03:16 PM
The business rules are run on Servicenow end. This issue is caused because the request in saviynt is auto approved before approvals are made in saviynt.
So just to hold the request on saviynt end in flight, it is required to add a simple one level workflow so that once the approval is made in SNOW end, the api call is made to complete the request in saviynt end.
Thanks,