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ServiceNow App - Prior end-dated User Entitlement cannot be re-requested

BarCar
Regular Contributor
Regular Contributor

In the ServiceNow app, when a user has an old end-dated entitlement, the user cannot request the entitlement again - it does not show up as requestable in the Catalog Item.

Looking at the ServiceNow User Entitlements table, the User Entitlement is Active=False & Detected=False with a historical Last Detected Date.

This is unexpected behaviour - any entitlement which is not currently active should be requestable.

Is this a known issue? Or is there a workaround?

It looks to me like a bug in x_saviy_iga.EntitlementHelper script include - specifically in the filterEntitlement function - section reproduced below.

 

 

    if (sysUserID) {
      var ugr = new GlideRecord(this.Saviynt.USER_ENTITLEMENT_TABLE);
      ugr.addQuery("user.user", sysUserID);
      ugr.query();

      while (ugr.next()) {
        if (ugr.entitlement) {
          if (accountID) {
            if (ugr.user_account == accountID) {
              userEntitlementIDs.push(ugr.getValue("entitlement"));
            }
          }
        }
      }
    }

 

 

Note that there is no filter applied to allow end-Dated entitlement to be re-requested. This list of entitlements the user "has" are exlcuded from the choice list for any new requests.

This is read-only code, so cannot be modified to work around this issue.

Update 2023-09-25: This is a production issue. But, I tried to do the right thing. I posted here before contacting support. No reponse here so I logged a support case which was closed with a statement that, since I had posted on the forums, I should wait for an answer here. Given that a link to a forum thread is now manadatory to log a support case this feels dangerously close to gaslighting. I'll just wait here for somebody to kindly answer my production impacting issue where the product is not working as expected. It's not like I've got users waiting in the weeks after go live. At least I wasn't told to submit an idea. That's a novelty in itself.

2 REPLIES 2

saikanumuri
Saviynt Employee
Saviynt Employee

Hi @BarCar 

Thank you for bringing this to our attention.

This will require further validation as the issue is not replicable in our internal instance. I was able to find your support ticket and we will make sure you get a proper response and the next steps over the ticket.

BarCar
Regular Contributor
Regular Contributor

Ok - thanks. Looking forward to some positive news.