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ServiceNow as a ticketing system

mandress09
New Contributor II
New Contributor II

Hello!

I'm having a hard time finding documentation on, when implementing service now as a ticketing system, how to define where tickets will go when created and sent to service now. Is there a way to define that path so that when the tickets are trigged to be created within service now from Saviynt, that the tickets aren't just floating with all incoming tickets? thank you

1 REPLY 1

rushikeshvartak
All-Star
All-Star

Refer https://docs.saviyntcloud.com/bundle/ServiceNow-v24x/page/Content/ServiceNow-as-a-Ticketing-System.h... 

 

{
"call": [
{
"name": "call1",
"connection": "userAuth",
"url": "https://test.service-now.com/api/font2/ssm_integration/create_request",
"httpMethod": "POST",
"httpParams": "{\"item\":\"${if(endpoint.endpointname == 'Test Secret Information Environment') {endpoint.customproperty1} else if (endpoint.endpointname == 'City Financials (CF)') {endpoint.customproperty1} else if (endpoint.endpointname=='TriplePoint') {endpoint.customproperty1} else if (endpoint.endpointname=='Signal Demand') {endpoint.customproperty1} else if (endpoint.endpointname=='TeamMate') {endpoint.customproperty1} else if (endpoint.endpointname == 'Aspire') {endpoint.customproperty1} else {}}\", \"requested_by\":\"${if(task.requestKey!=null){com.saviynt.ecm.identitywarehouse.domain.Users.get(task?.requestedBy).systemUserName}else{'myAccess(SSM)'}}\", \"requested_for\":\"${user.systemUserName}\", \"correlation_id\":\"${if(task.requestKey!=null){task.requestKey?.processinstanceid?.substring(task.requestKey?.processinstanceid?.indexOf('.') + 1, task.requestKey?.processinstanceid?.length())}else if(task.requestKey==null){task.id}}\",\"request_url\":\"https://myaccess-new.Test.com/ECM/api/v5/fetchRequestHistory \",\"comments\":\"Provisioning from Saviynt\", \"type\":\"${if(task.tasktype==1){'Create'}else if(task.tasktype==2 && (allEntitlementsValues==null || allEntitlementsValues.isEmpty() || allEntitlementsValues=='')){'Delete Account'}else if(task.tasktype==2 && task.source=='REQUEST'){'Remove'} else if(task.tasktype==2 && task.source=='ANALYTICS_V2'){'Remove'} else if(task.tasktype==2 && task.source=='CERTIFICATION'){'Remove'}else if(task.tasktype==3){'New Account'}else if(task.tasktype==6){'Enable Account'}else if(task.tasktype==14){'Suspend'}else{task.tasktype}}\", \"task_information\":\"{GUID:${user.systemUserName},First Name:${user.firstname},Surname:${user.lastname},Email Address:${user.secondaryEmail},Mobile Number:${if(endpoint.endpointname == 'Test Secret Information Environment'){reqAttrs.customproperty32} else if (endpoint.endpointname == 'City Financials (CF)' || 'TriplePoint' || 'Signal Demand' || 'TeamMate'){'Not Required'} else {user.customproperty30}},Employee Number:${user.customproperty37},Position:${user.customproperty16},Location: ${if(endpoint.endpointname == 'Test Secret Information Environment'){user.customproperty22} else {'Not Required'}},Entitlements:${allEntitlementsValues},End Date: Not Required,Access Workspaces on Non-Test Device:${if(endpoint.endpointname == 'Test Secret Information Environment'){reqAttrs.customproperty23} else {'Not Required'}}} \"}",
"httpHeaders": {
"Authorization": "${access_token}" },
"httpContentType": "application/json",
"ticketidPath": "result.request_number",
"ticketStatusPath": "result.state",
"ticketStatusValue": [
"Open",
"OPEN",
"open" ],
"successResponses": {
"statusCode": [
200,
201
]
}
}
]
}


Regards,
Rushikesh Vartak
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