Saviynt Forums

vmudagal1 · ‎04/19/2023

Hi All,

We have a application onboarding of the Unix Server using the OOTB Unix Connector for Reconciliation and using REST Connector Ticketing Json for Provisioning which is kind of like a semi connected application.

I have currently selected the "Connection" and "Service Desk Connection" mapping in Security system, but seeing that the Tasks created for this endpoint does not get picked up for provisioning and remains in the Pending task with status "new".
The "No of tried for provisioning" is also 0

If anyone could help figure out how this can be achieved of having a semi connected Application - Unix(Reconciliation) and REST(Ticketing System - Provisioning) - one the ticket is completed do a recon to fetch the account status again.

Thanks,

Vidya D Mudagal

dgandhi · ‎04/19/2023

Hi @vmudagal

Is the ticket closed on the ticketing system? Below information can help.

https://docs.saviyntcloud.com/bundle/ServiceNow-v23x/page/Content/ServiceNow-as-a-Ticketing-System.h...

TicketStatusJSON

Specify this parameter to check for the status of tickets in ServiceNow.

When you run the WSRETRY job using the TicketStatusJSON parameter, it checks for the status of tickets in ServiceNow.

To automatically complete tickets (i.e., change status as Completed) in EIC, specify the ticketStatusValue as Closed.
To manually complete the tickets in EIC, specify the ticketStatusValue as Open.

To define this parameter, use a format similar to the following:

JSON

{
  "call": [
    {
      "name": "call1",
      "connection": "userAuth",
      "url": "https://<domain-name>/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": [
        "Open",
        "OPEN",
        "open"      ],
      "successResponses": [
        {}
      ]
    }
  ]
}

where,

ticketStatusPath is a mandatory field populated with the status path from the API response.
ticketStatusValue is a mandatory field populated with the possible values of ticket status. The status of the ticket is specific to the application such as New, Close and so on. When the ticket is closed in ServiceNow, based on the ticketStatusValue it checks for the appropriate status and changes the status in EIC to Completed.

Note

To create Incidents instead of Request items in ServiceNow, replace "sc_req_item" with "incident" in the url field of TicketStatusJSON.

Thanks,
Devang Gandhi
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vmudagal1 · ‎04/19/2023

Hi Devang,

The ticket is not getting created when the provisioning job is ran.

The CreateTicketJSON and TicketStatusJSon is working fine by creating the ticket and fetching the status for disconnected application.

But when trying populating the "connection" on the security system for the reconciliation along with "Service Desk Connection" being added, the task is not getting picked when the provisioning job is ran.

Thanks,

Vidya D Mudagal

nimitdave · ‎04/24/2023

So are you saying that in a SS , you are not able to select a connection under connection (used for recon only )and service desk connection(for ticket based prov) field properly. ?

vmudagal1 · ‎05/09/2023

Hi @nimitdave

I am able to select it, but the problem is that after the provisioning job is ran, the "Provisioning connection" is also populated and the task is getting completed even before the Ticket is closed on the service now end.

Thanks,

Vidya D Mudagal

nimitdave · ‎06/09/2023

Are you still facing the issue. If yes pls share the steps to replicate it.

Saviynt Forums

Semi Connected Application - Unix(Reconciliation) and REST(Ticketing System - Provisioning)