ServiceNow as ticketing system - not generating tickets for some

[Dalalsaleh888]

we have implemented ServiceNow integration as ticketing system for our disconnect target application. we are currently facing a problem in the case of user termination. when the user update rule runs to de-provision the access for the user, it generates ServiceNow tickets for some of the apps but not all.

[rushikeshvartak]

Please share json and logs

[Dalalsaleh888]

CreateTicketJSON

{
"call": [{
"name": "createRequest",
"connection": "userAuth",
"url": "https://removed.service-now.com/api/baho/request/CreateRequest ",
"httpMethod": "POST",
"httpParams": "{\"requested_by\":\"SVC-BH_INT_UAT_MyAccess\", \"requested_for\":\"${user.customproperty42}\", \"priority\":\"3\", \"assignment_group\":\"${endpoint.customproperty42}\",\"short_description\":\"${if(task.tasktype==1){'Add Access'}else if(task.tasktype==2){'Remove Access'}else if(task.tasktype==6){'Enable Account'}else if(task.tasktype==14){'Disable Account'}} to ${endpoint.endpointname} for the user ${task.accountName}\", \"description\":\"${if(task.tasktype==1){'Add Access'}else if(task.tasktype==2){'Remove Access'}else if(task.tasktype==6){'Enable Account'}else if(task.tasktype==14){'Disable Account'}} for Entitlements:${allEntitlementsValues},RequestID:${requestid}\"}",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketidPath": "result.success.number",
"ticketStatusPath": "result.success.status",
"ticketStatusValue": ["Open", "OPEN", "open", "Approved"],
"successResponses": {
"statusCode": [200, 201]
}
}]
}

[This message has been edited by moderator to mask url]

[rushikeshvartak]

What is task type where ticket not generated and share logs

[Dalalsaleh888]

account type is Disable Account

Can I have your email? I'm sorry I cannot share logs here 🙂

[rushikeshvartak]

How task is generated ? User update rules / request / analytics

[Dalalsaleh888]

User update rules

[rushikeshvartak]

In that case requestid will be null hence it must be giving error. Please share logs for any specific task

[Dalalsaleh888]

are you saying I need to edit this line of code:

Entitlements:${allEntitlementsValues},RequestID:${requestid}\"}",

BTW, I cannot find the task IDs in the logs.

[rushikeshvartak]

when task is generated via user update rule. requestid variable will return null value

[Manu269]

When you talk about some apps and not others does this connection is added as service desk connection for other apps?

[Dalalsaleh888]

The apps shared the same security system and yes the security system has the ServiceNow connection added under Service Desk Connection.