ServiceNow TicketStatusJSON

[jezzanuena]

Hi! Our environment got upgraded from 23.10 to 24.5, since then the TicketStatusJSON is not working. Below are the JSONs I am using. I can successfully create the ticket. But when the admin closed the ticket in ServiceNow level, the tasks are not getting completed after running the provisioning job. No logs found. The tasks were not even getting updated when we check it in the Pending Tasks module. Help, please? I also tried recreating the ConnectionJSON but didn't work.

TicketStatusJSON:

{
"call": [
{
"name": "call1",
"connection": "userAuth",
"url": "https://domainname.service-now.com/api/now/table/sc_request?sysparm_query=number=${ticketID}&sysparm...",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketStatusPath": "result[0].state",
"ticketStatusValue": [
"Closed Complete",
"Close Incomplete",
"Closed Skipped"
],
"successResponses":
{"statusCode":[200,201]}

}
]
}

CreateTicketJSON:

{
"call": [
{
"name": "call1",
"connection": "userAuth",
"url": "https://domainname.service-now.com/api/mkr/ssm_integration/create_request",
"httpMethod": "POST",
"httpParams": "{\"application\": \"${endpoint.customproperty6}\",\"requested_for\":\"${user.email}\",\"short_description\":\"'Test Only'\",\"account\": \"${user.username}\",\"request_type\": \"${requestAccessAttributes?.get('reqtype')}\",\"description\": \"${'User Name: ' +user.displayname+ '\\\\n EID: ' +user.username+ '\\\\n User Email: ' +user.email+ '\\\\n \\\\nRequest Details: \\\\n' +allEntitlementsValues}\"}}",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketidPath": "result.requestNumber",
"successResponses": {
"statusCode": [
200,
201
]
}
}
]
}

[rushikeshvartak]

Please share postman screenshot and curl command [Refer https://codingnconcepts.com/postman/how-to-generate-curl-command-from-postman/ ]
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[jezzanuena]

Hi @rushikeshvartak  please see the attached for the postman response for ticketStatusJSON call Here are the logs:

Here is the Security System config:

Here is the Create ticket respone:

This integration is configured to create a REQUEST, once approved, it will create a SCTASK under the RITM. When the task is marked as complete, it also close the RITM then REQ.

[naveenss]

Hi @jezzanuena is the connection name configured under connectionJSON is userAuth?

[jezzanuena]

Hi @naveenss  thank you for checking in on this issue. Yes. I made sure that the connection name matches to the JSON above:

{
"authentications": {
"userAuth": {
"authType": "oauth2",
"url": "https://domainname.service-now.com/oauth_token.do",
"httpMethod": "POST",
"httpParams": {
"grant_type": "password",
"client_id": "client_id",
"client_secret": "client_secret",
"username": "serviceaccount",
"password": "password"
},
"httpHeaders": {
"Content-Type": "application/x-www-form-urlencoded"
},
"httpContentType": "application/x-www-form-urlencoded",
"retryFailureStatusCode": [
403,
401,
500
],
"authError": [
"InvalidAuthenticationToken",
"AuthenticationFailed",
"Authentication_MissingOrMalformed",
"Authentication_ExpiredToken"
],
"errorPath": "error.code",
"maxRefreshTryCount": 5,
"tokenResponsePath": "access_token",
"tokenType": "Bearer",
"accessToken": "Bearer <token>"
}
}
}

[rushikeshvartak]

Need ticketStatusJSON from saviynt

[naveenss]

@jezzanuena is this issue resolved?

[jezzanuena · Accepted solution]

Hi! Yes. This is resolved. User error though. 🙂 There was a requestid number in the advancedconfig. 😅