SNOW as a Ticketing System

[Manu269]

Hi team,

We are using SNOW as a ticketing system to create incident via Saviynt for request.

We are following the setup mentioned in https://saviynt.freshdesk.com/support/solutions/articles/43000521736-rest-connector-guide#RESTConnec...

We have a scenario, where the ServiceNow ticket would be not implemented and rejected by Implementation team.

As per the documentation we could see the following options available as 

ticketStatusValue : For success response

disContinueStatusValue : For Discontinue action.

Today we have captured ServiceNow Ticket Rejection is disContinueStatusValue  due to which the task status is showing as Discontinued.

Is there a better way in json where we can enclose the status as rejected in task?

[sahajranajee · Accepted solution]

Hello,

Which version of Saviynt are you implementing this use case on? A request status can be rejected but a task status cannot be rejected.

various task statuses include - NEW,
INPROGRESS,COMPLETE,DISCONTINUED,ERROR,NOACTIONREQUIRED

where Discontinued is used in a fulfillment rejection type scenario.

In the v2021 version, when a task is discontinued post request approval, the overall request status becomes rejected as below:

[Manu269]

Many thanks for the clarification.

We have mapped disContinueStatusValue for rejection.

Anyhow for the request status is showing completed.

We are using SSM v5.5 SP3.11.