Saviynt task gets created before approval in ServiceNow (Saviynt App)

[karamchand]

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.  

[Dhruv_S]

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) 

Request/approvals in ServiceNow

• 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

[karamchand]

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? 

[karamchand]

hi,

Requesting a response on this please - any one who faced a similar issue with this integration in the past?

[pruthvi_t]

@karamchand ,

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,

[karamchand]

Thanks, we will try this out.