ServiceNow Saviynt App. The status of Servicenow requests are not updated

[henkka]

When task is completed in Saviynt the status of the Servicenow request is not updated. it remains in pending status even though it should be changed to Closed or Closed completed. In the response that Servicenow gets from Saviynt when the task is completed there is 

     requestandtaskstatus":"Request completed,Task completed"

but in the Servicenow Saviynt App script there is a line

    case "request completed, task completed"

In the script there is a space before the word task but in the response there is not a space before the word task. Can this cause the issue that the rule never applies and that is why the status is not updated?

In the attachments screenshot from the response and the script.

[saikanumuri]

Hi @henkka 

Thanks for reaching out. I suspect this could be an issue with the SavRole configs for your service account and not at the script level as we haven't encountered this issue with other customers.

Can you please check if the below configs are assigned to the SavRole? If the configs are not present, please enable them and generate the new tokens, and validate the functionality.

Steps to enable the configs on the savrole in Saviynt:

• Go to the list of savroles in Saviynt.
• Select the savrole assigned to service account, you’ll land at savrole detail page.

• Now scroll down to the below screen on savrole detail page and enable the configs shown below. 

  

• Once the configs are enabled, scroll to the bottom of the page and click on ‘Update’. 

  

[henkka]

We tested to cloned the RequestHelper script and removed the space from "request completed, task completed" before the word task and then it worked. The ticket in ServiceNow was then closed automatically after the task in Saviynt was completed.