ServiceNow Import Users - Unable to fetch Department Name

[pbhawsar]

Hi there,

We import accounts from ServiceNow using the rest connector. We are unable to fetch the department name. 

ServiceNow department attribute has JSON value. This value stores two attributes: 1) a link and 2) value. (I tried that link in Postman and it returned all the attributes of the department, I can see the name, and display name attribute)

I believe we need to tweak ImportAccountJSON and make a nested call to fetch the department name.

Please see the attached snippet for ImportAccountEntJSON and ServiceNow JSON response. 

Screenshot: Accounts > Other Attributes

Regards,

Pritesh Bhawsar

[rushikeshvartak]

Refer https://docs.saviyntcloud.com/bundle/ServiceNow-v24x/page/Content/ServiceNow-as-a-Managed-Applicatio... 

[SumathiSomala]

@pbhawsar  Did you refer below forum thread

https://forums.saviynt.com/t5/identity-governance/servicenow-importing-manager-attribute/m-p/100562#...

[pbhawsar]

@SumathiSomala 

I already tried  "CUSTOMPROPERTY5": "department.value~#~char", but this doesn't fulfil our use case. It shows the value of the department on CP5, the value is non-human readable.

For instance, if the department name is "Customer Support" then the value might be "5d7f0044e0bfc871020e5bcb17f03d43" 

(we need the department name as a value to be populated on CP5, which can be fetched by another REST call. In the department JSON, the Link attribute value is the URL for that call, and if we use the GET method with the link URL, we'll get the JSON response of the department. From the JSON response, we can fetch the department name.)

[rushikeshvartak]

• In this case you need to call another api and update department name

[pbhawsar]

Hi @rushikeshvartak ,

Yes, exactly! It requires a nested call to fetch the department name (I mentioned it in the post).

Could you share the snippet of how to make nested calls in ImportAccountEntJSON and update the CP5 with the department name? 

[rushikeshvartak]

Does department api response contains account name ?

[pbhawsar]

@rushikeshvartak ,

It doesn't contain an account name. it's an independent API call. 

[rushikeshvartak]

• Then you can't map 

[pbhawsar]

Is there any way to update these values? Because it's not only a department attribute but the same case with the manager, location, cost center, company and other attributes.

[rushikeshvartak]

• You can bring them as entitlement 

[Dhruv_S]

Hi @pbhawsar 

Could you please try with the below in call2 and confirm if it works.

${response.department.message.links[0].href}"

Regards,

Dhruv Sharma