ServiceNow as Ticketing System - ticketStatusPath

[adriencosson]

Hi,

Using ServiceNow as Ticketing System, I must configure TicketStatusJson to close the task in EIC based on the value in the "State" attribute. In the attached JSON sample, I have the RITM number as dynamic key, which implies I need to use one of the below samples :

• result.*.state
• result..state

These are working in https://jsonpath.com/, but when I insert the same in ticketStatusPath, EIC returns an error : "Error in closing ticket"

Any help would be much appreciated.

[Darshanjain]

Hi @adriencosson 

We have checked and could see that in the response path we cant provide dynamic values and we dont support wildcard character as well.

Would suggest you to open this in ideas portal.

Thanks

Darshan

[adriencosson]

Hi @Darshanjain 

Understood for wildcards.

However, can you check why the following is not working as in JSON path, it works without any wildcard, using the recursive method ?

• result..state

[Darshanjain]

Hi @adriencosson 

have you used the default one which is provided in the doc.

result[0].state

Thanks

Darshan

[adriencosson]

Hi @Darshanjain ,

Yes I did try the same and it is not successful as it implies result content would be considered as a list and not an object.

[Darshanjain]

Okay let me check and come back on why result..state didnot work, may be for this use case you can attach a snippet of log so that it will be usefull for us.

Thanks

Darshan

[Darshanjain]

Hi @adriencosson 

Recursive method is not supported in rest connector so the result..state is not working, We would request you to login into ideas portal for the same and our team will pick it up accordingly.

Thanks

Darshan

[rushikeshvartak]

{
   "result":{
      "RITM4014513":{
         "number":"RITM4014513",
         "record_found":true,
         "cat_item":"MY RITM",
         "opened_by":"servicenow.integration",
         "opened_at":"2023-09-14 17:50:02",
         "due_date":"2023-09-24 17:50:04",
         "stage":"Done",
         "state":"Closed Complete",
         "short_description":"",
         "country":{
            "name":"France",
            "iso_code":"FR"
         },
         "variables":{
            "action":{
               "label":"Action",
               "value":"new_account"
            },
            "requested_for":{
               "label":"Requested For",
               "value":"f80ff1e7db67db44f1b29334ca961915"
            },
            "requested_by":{
               "label":"Requested By",
               "value":"309a0245dbd1c1502e850226f49619b3"
            },
            "role":{
               "label":"Ariba role",
               "display_value":" please approve 1____ Role [Role Full] :: ADD : Permissions : (ARIBA_CATALOG)",
               "value":" please approve 1____ Role [Role Full] :: ADD : Permissions : (ARIBA_CATALOG)"
            }
         }
      }
   }
}

 result.state does not work ?

[adriencosson]

Hi @rushikeshvartak ,

result.state is not working. It does not work either on a JSONPath validator since there's the RITM object in between.

[adriencosson · Accepted solution]

As confirmed, wildcard are double dots are not supported as of now.

We requested the ServiceNow administrator to update the APIs to enable us to retrieve the content of "result" object as an array and use the below to work : 

result[0].state