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12/20/2023 07:24 AM
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.
12/20/2023 10:23 AM
Please share json and logs
12/21/2023
12:02 AM
- last edited on
12/21/2023
01:29 AM
by
Sunil
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": "${access_token}"
},
"httpContentType": "application/json",
"ticketidPath": "result.success.number",
"ticketStatusPath": "result.success.status",
"ticketStatusValue": ["Open", "OPEN", "open", "Approved"],
"successResponses": {
"statusCode": [200, 201]
}
}]
}
[This message has been edited by moderator to mask url]
12/21/2023 12:37 AM
What is task type where ticket not generated and share logs
12/21/2023 04:25 AM
account type is Disable Account
Can I have your email? I'm sorry I cannot share logs here 🙂
12/21/2023 09:16 AM
How task is generated ? User update rules / request / analytics
12/24/2023 05:34 AM
User update rules
12/24/2023 06:31 AM
In that case requestid will be null hence it must be giving error. Please share logs for any specific task
12/25/2023 12:14 AM
are you saying I need to edit this line of code:
Entitlements:${allEntitlementsValues},RequestID:${requestid}\"}",
BTW, I cannot find the task IDs in the logs.
12/26/2023 05:54 PM
when task is generated via user update rule. requestid variable will return null value
12/21/2023 09:29 AM
When you talk about some apps and not others does this connection is added as service desk connection for other apps?
12/24/2023 05:38 AM
The apps shared the same security system and yes the security system has the ServiceNow connection added under Service Desk Connection.