Service now ticketing tool

[AshirvadhN]

Hi Team,

we are using service now as a ticketing system in our project.

Using saviynt we need to create ticket in service now to achieve this am using third party application. This third party application is AD based connector.

In this third party application security system i have used service_now connector in the service desk connection field.

if am creating AD based account for the new user then service now incident should also create in service_now using provisioning in saviynt.

when am creating new account for AD based application the AD account is provisioning properly and pending task is completed but in the provisioning comments as seeing the error you can see it in below screenshot.

CREATE TICKET JSON

{
"call": [{
"name": "call1",
"connection": "acctAuth",
"url": "https://<removed>.service-now.com/api/now/table/incident ",
"httpMethod": "POST",
"httpParams": "{\"ServiceName\":\"SR_LogServiceRequestCatalog\", \"objCommonParameters\":{\"_ProxyDetails\":{\"UserName\":\"${user.username}\"}}}",
"httpContentType": "application/json",
"ticketidPath": "result.number",
"successResponses": {
"Message": "Successfully saved the service request."
}
}]
}

TICKET STATUS JSON

{
"call": [
{
"name": "call1",
"connection": "acctAuth",
"url": "https://<removed>.service-now.com/api/now/table/incident?sysparm_query=number=${ticketID}&sysparm_li... ",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}"},
"httpContentType": "application/json",
"ticketStatusPath":"result.close_code",
"ticketStatusValue": [
"Workaround provided","6","7","1","Resolved","Completed","closed_complete","Closed Complete","Closed"
],
"successResponses": [
{"message":"done"}
]
}
]
}

[This message has been edited by moderator to merge reply and remove domain name from url]

[SB]

Can you confirm if the ticket is getting created successfully in SNOW. 

[AshirvadhN]

Yes ticketing is creating

[Manu269]

Can you please explain in more detail the use case?

As per my understanding we cannot use service Desk connection in relation to other 2  connections.

Please validate, via removing the service desk connection if account and access is provisioned successfuly without failure.

[SB]

@AshirvadhN  This is correct as mentioned by @Manu269