ServiceNow RITM not being updated on Saviynt completion

BarCar
Regular Contributor
Regular Contributor

Has anybody seen this behaviour with the ServiceNow App?

  1. Request submitted to Saviynt via ServiceNow - RITM created and passed to Saviynt as a request
  2. Request approved and processed in Savinyt but ServiceNow shows the RITM as still pending approval
  3. Some time later (days, weeks, months), if you open the RITM in ServiceNow and click into the request details (open the Saviynt view), Saviynt refreshes the status and the RITM is finally closed.

It seems that status updates are not consistently being pushed from Saviynt into ServiceNow - so the RITMs are out of date. 

How do the request updates get synced from Saviynt back into ServiceNow? I can see a "SAVIYNT_IGA: Update Request Item History" job in ServiceNow which sounds like it might be related but it doesn't seem to update these disconnected RITMs (and is scheduled OnDemand).

2 REPLIES 2

pruthvi_t
Saviynt Employee
Saviynt Employee

Hi @BarCar ,

Usually if you'd like to see the updated status of RITM with respective saviynt's request status, then you can run the SAVIYNT_IGA: Update Request Item History job and schedule it accordingly.

One more way to refresh the specific RITM status, you can click on the refresh icon on the RITM which would do the same for you. Screenshot 2023-08-28 at 2.07.37 PM.png

Thanks,


Regards,
Pruthvi

BarCar
Regular Contributor
Regular Contributor

Thanks @pruthvi_t - I'm surprised that this isn't the OOTB configuration. We will schedule the job to run hourly.