ServiceNow request item state issue

New Contributor III
New Contributor III


We have configured ServiceNow to be end user request form using Saviynt App for ServiceNow and requests are approved in Saviynt. When approved, a task is created under ServiceNow request item for manual fulfillment.

However when the Saviynt request is approved and a task is provisioned to ServiceNow the state of ServiceNow request item is changed back to New instead of being In Progress.

Looked the request helper script of the App and found out that it is using hardcoded state value 1 (=new). 


Is there any possibility to change the script (ootb read-only because of protection policy)? Customer doesn't want to change their existing RITM statuses that they use for other use cases just for the app to work. 

Thanks in advance for any info how to workaround this. Should this be raised as an idea ticket to have RITM states configurable in the future?


Saviynt Employee
Saviynt Employee

Hi @Jari_K 

Thanks for reaching out.

It's not possible to modify the script. I would recommend opening an enhancement in the ideas portal for this request.