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ServiceNow as ticketing system - not generating tickets for some

Dalalsaleh888
New Contributor
New Contributor

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.

Dalalsaleh888_0-1703085623190.png

 

11 REPLIES 11

rushikeshvartak
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All-Star

Please share json and logs


Regards,
Rushikesh Vartak
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Dalalsaleh888
New Contributor
New Contributor

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]

What is task type where ticket not generated and share logs


Regards,
Rushikesh Vartak
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Dalalsaleh888
New Contributor
New Contributor

account type is Disable Account

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

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


Regards,
Rushikesh Vartak
If you find the response useful, kindly consider selecting Accept As Solution and clicking on the kudos button.

User update rules

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


Regards,
Rushikesh Vartak
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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.

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


Regards,
Rushikesh Vartak
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Manu269
All-Star
All-Star

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

Regards
Manish Kumar
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.

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