ServiceNow app throws error Request User does not have a Saviynt ID

[bala]

Hi Team,

We are trying to integrate the ServiceNow as Request Form using Saviynt ServiceNow App which is installed and configured in ServiceNow.  

Now while I requesting Saviynt App role from ServiceNow app throws below error.   

[0000001] - ERROR {RequestHelper : addAppRoleRequest} - Request User does not have a Saviynt ID

In ServieNow Saviynt user is linked properly to ServiceNow User based on links and AD Account also linked to user properly.   ServiceNow logs not showing more details. 

Questions: 

1. How to sort this Request User does not have a Saviynt ID?

2. How to have detailed logs in ServiceNow? I know we can have Debug, Info options in Saviynt System tab Page,  does it put heavy load on ServiceNow?  Is there any Job to purge Saviynt Logs? 

3. Do ServiceNow to Saviynt communication logs are available in Saviynt Application logging, since API logs are not available in Saviynt application logs asking this whether ServiceNow app to Saviynt communication logs are available under Saviynt Application logs? 

Additional error logs says below. Any help appreciated.

[0000014] - ERROR {SaviyntRESTHelper : submit} - Exception thrown: No response for ECC message request with sysid=******************************    after waiting for 30 seconds in ECC Queue

Thanks. 

[saikanumuri]

Hi @bala 

Thanks for reaching out. 

Is this a self-request or logged in as a different user and requesting on behalf of others?

Can you please make sure both the requestor and requester are linked with the SaviyntID and validate the behavior? 

[bala]

Hi Sai,

I tried both ways like self and also for requesting on behalf of others. Both throws same error. Even debug level log audit nothing more than 1 line of error. Its not showing the metadata or API call payload nothing.  

Can you confirm whether the communication from ServiceNow App to Saviynt is audited in Saviynt application logs?

Thanks.

[bala]

Issue still not resolved, how to check for more logs? 

1. In ServiceNow even debug level log audit nothing more than 1 line of error. Its not showing the metadata or API call payload nothing.  

3. Do ServiceNow to Saviynt communication logs are available in Saviynt Application logging, since API logs are not available in Saviynt application logs asking this whether ServiceNow app to Saviynt communication logs are available under Saviynt Application logs? 

[Darhanba]

Hi @bala Is this issue got resoled, if it is then can you please let us know how did it get fixed. Even I'm facing same issue.

[saikanumuri]

You can be able to trace the logs on the ServiceNow side under the system log and also you can trace it under HTTP outbound.  This seems to be a linking issue for me.

Can you provide the screenshot of both the requestor and requestee with the corresponding linking to the SaviyntID?

[Darhanba]

Hi @saikanumuri 

I'm facing same issue and I checked imported Saviynt user in SNOW I don't see Saviynt user name in it?

When I try to link Saviynt user with Snow account, i'm getting below one line error.

If I proceed in raising a request in SNOW for a role then I'm seeing below error.

Regards,

Darshan

[pruthvi_t]

@Darhanba ,

Did you check why the user linking is not happening. 

Kindly check your user linking properties from system properties and make sure the user linking properties for both saviynt id and ServiceNow User are present as per your configuration.

you can check the logs to see why the user is not able to get linked and why It is failing in the system log.

Thanks