Announcing the Saviynt Knowledge Exchange unifying the Saviynt forums, documentation, training,
and more in a single search tool across platforms. Read the announcement here.

SNOW Ticket closed status not updated in Saviynt

yatishtiwari
New Contributor III
New Contributor III

Hi Experts,

I am opening a service ticket on an account request. The ticket is being created properly. But when I am closing the ticket, the updated status is not getting reflected in Saviynt.

Here are the details:

Postman response after closing the ticket:

yatishtiwari_2-1706345744051.png

SNOW UI screenshot:

yatishtiwari_0-1706345657002.png

Connection JSON

yatishtiwari_3-1706345856531.png

Ticket Status JSON

yatishtiwari_4-1706345974361.png

Task

yatishtiwari_5-1706346070989.png

Please let me know what is wrong. 

One more thing which polling job updates the status as Microservices jobs are failing in the system. Is it due to those failed jobs, Saviynt is not able to update?

Thanks,

Yatish

 

13 REPLIES 13

rushikeshvartak
All-Star
All-Star
  • Fix microservices job with help of support ticket
  • share logs when you run microservices job
  • try below json

{
"call": [
{
"name": "call1",
"connection": "acctAuth",
"url": "https://rushi.service-now.com/api/now/table/sc_request?sysparm_query=number=${ticketID}&sysparm_limi...",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketStatusPath": "result[0].state",
"ticketStatusValue": [
"Closed Complete",
"closed",
"CLOSED",
"Closed"
],
"disContinueStatusValue": [
"Closed Incomplete",
"closed incomplete",
"CLOSED INCOMPLETE"
],
"successResponses": [
{}
]
}
]
}


Regards,
Rushikesh Vartak
If you find the response useful, kindly consider selecting Accept As Solution and clicking on the kudos button.

yatishtiwari
New Contributor III
New Contributor III

Hi @rushikeshvartak ,

Just to confirm, when I am raising a ticket, I am creating RITM as well as REQ.

yatishtiwari_0-1706366591684.png

When I am trying to fetch the status of RITM its showing Closed Complete but when the associated REQ status I am trying to fetch it shows as Open.

yatishtiwari_1-1706366771632.png

That is why I used /sc_req_item in my TicketStatusJSON. I have 2 queries-

1- I need to use /sc_req_item or /sc_request

2- If I need to use /sc_request then I think REQ status should also be closed complete. How to close REQ in ServiceNow as I am unable to see any such option in ServiceNow same as I am able to see in RITM?

Please take a look if you could guide me. 

 

To close a Request (REQ) in ServiceNow, you typically need the appropriate permissions. If you don't see a close option, it might be due to your role or the current state of the request. Check if you have the necessary rights and ensure that the request is in a state where closure is allowed. If you're still having trouble, reach out to your ServiceNow administrator for assistance.


Regards,
Rushikesh Vartak
If you find the response useful, kindly consider selecting Accept As Solution and clicking on the kudos button.

ankitalande
New Contributor II
New Contributor II

We Use sc_request in ticketstatusJson and REQ status also the closed complete in ServiceNow UI. 

{
"call": [
{
"name": "call1",
"connection": "acctAuth",
"url": "https://domain.com/api/now/v1/table/sc_request?sysparm_query=number=${ticketID}&sysparm_limit=1&sysp...",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketStatusPath": "result[0].state",
"ticketStatusValue": [
"Resolved",
"Closed",
"Completed",
"Closed Complete",
"closed",
"Closed"
],
"disContinueStatusValue": [
"Closed Incomplete",
"CLOSED INCOMPLETE",
"Canceled"
],
"successResponses": [
{
"statusCode": [
200,
201
]
}
]
}
]
}

 

 

These are logs related to ticket status in another environment.

 

ankitalande_3-1706524136629.png

 

But for current environment following logs are generated.

ankitalande_2-1706523308539.png

Is this happening due to Microservices job is failure, or is there another backend job that needs to be triggered for ticket status updation? 

ankitalande
New Contributor II
New Contributor II

ankitalande_0-1706525225637.png

Postman response.

@ankitalande Share your ticketstatusJSON

 

Regards,
Sumathi Somala
If this reply answered your question, please Accept As Solution and give Kudos.

{
"call": [
{
"name": "call1",
"connection": "acctAuth",
"url": "https://domain.com/api/now/v1/table/sc_request?sysparm_query=number=${ticketID}&sysparm_limit=1&sysp...",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketStatusPath": "result[0].state",
"ticketStatusValue": [
"Resolved",
"Closed",
"Completed",
"Closed Complete",
"closed",
"Closed"
],
"disContinueStatusValue": [
"Closed Incomplete",
"CLOSED INCOMPLETE",
"Canceled"
],
"successResponses": [
{
"statusCode": [
200,
201
]
}
]
}
]
}

 

@ankitalande Could you please share complete postman response for one record.

Also try below ticketstatusJson

{
"call": [
{
"name": "call1",
"connection": "acctAuth",
"url": "https://<domain>.service-now.com/api/now/table/sc_request?sysparm_query=number=${ticketID}&sysparm_limit=1&sysparm_display_value=true",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}" },
"httpContentType": "application/json",
"ticketStatusPath": "result[0].request_state",
"ticketStatusValue":[
"Closed Complete",
"closed",
"CLOSED",
"Closed"
],
"disContinueStatusValue":[
"Closed Incomplete",
"closed incomplete",
"Closed Cancelled",
"Closed Rejected",
"CLOSED INCOMPLETE"
],
"successResponses": {"statusCode":[200,201]}
}
]
}

 

Regards,
Sumathi Somala
If this reply answered your question, please Accept As Solution and give Kudos.

ankitalande
New Contributor II
New Contributor II

RITM Response :


{"result":[{"parent":"","u_business_domain":"","watch_list":"","sc_catalog":"","upon_reject":"Cancel all future Tasks","requested_for":{"display_value":"Alexandra Hagan","link":"https://domain.com/api/now/v1/table/sys_user/792224df1313770019dab6f36144b0a1"},"sys_updated_on":"2024-01-27 00:42:48","approval_history":"","skills":"","number":"RITM0498306","price":"$0.00","recurring_frequency":null,"context":"","state":"Closed Complete","sys_created_by":"svc_syt01dev","knowledge":"false","order":"","cmdb_ci":"","delivery_plan":"","cmdb_ci_business_app":"","contract":"","impact":"3 - Low","active":"false","work_notes_list":"","u_systemowner":"","priority":"4 - Low","sys_domain_path":"/","x_saviy_iga_saviynt_complete":"false","business_duration":"","group_list":"","approval_set":"2024-01-27 00:23:18","order_guide":"","universal_request":"","short_description":"","correlation_display":"","delivery_task":"","work_start":"","additional_assignee_list":"","service_offering":"","sys_class_name":"Requested Item","closed_by":{"display_value":"svc syt01dev","link":"https://domain.com/api/now/v1/table/sys_user/b79a7b5b1bef79106880dd77bd4bcbac"},"follow_up":"","reassignment_count":"0","assigned_to":"","sla_due":"UNKNOWN","x_saviy_iga_request_status_complete":"false","comments_and_work_notes":"","x_saviy_iga_request_status":"","cat_item":{"display_value":"Saviynt Add Access","link":"https://domain.com/api/now/v1/table/sc_cat_item/a6b1fa091bf375105cc99791b24bcb5f"},"stage":"nothing","escalation":"Normal","upon_approval":"Proceed to Next Task","correlation_id":"","estimated_delivery":"","x_saviy_iga_request_type":"","made_sla":"true","task_effective_number":"RITM0498306","u_glide_date_time_1":"","x_saviy_iga_saviynt_failed":"false","sys_updated_by":"svc_syt01dev","opened_by":{"display_value":"","link":"https://domain.com/api/now/v1/table/sys_user/Yatish Tiwari"},"user_input":"","sys_created_on":"2024-01-27 00:23:18","sys_domain":{"display_value":"global","link":"https://domain.com/api/now/v1/table/sys_user_group/global"},"route_reason":"","closed_at":"2024-01-27 00:42:48","backordered":"false","business_service":"","x_saviy_iga_is_saviynt_request":"false","time_worked":"","expected_start":"","flow_context":"","opened_at":"2024-01-27 00:23:18","configuration_item":"","work_end":"","work_notes":"","request":{"display_value":"REQ0493299","link":"https://domain.com/api/now/v1/table/sc_request/7a190b681b08c6106880dd77bd4bcb2e"},"assignment_group":"","description":"xaxxaaxxa","calendar_duration":"","close_notes":"","u_implementation":"","sys_id":"8719872c1b08c6106880dd77bd4bcb46","contact_type":"Phone","x_saviy_iga_request_key":"","urgency":"2 - Medium","x_saviy_iga_saviynt_approved":"false","x_saviy_iga_request_item_detail":"","company":"","activity_due":"UNKNOWN","comments":"","quantity":"1","x_saviy_iga_request_id":"","approval":"Approved","due_date":"2024-01-25 16:03:15","sys_mod_count":"1","recurring_price":"$0.00","sys_tags":"","billable":"false","location":""}]}

ankitalande
New Contributor II
New Contributor II

Request response:

{
"result": [
{
"parent": "",
"delivery_address": "",
"made_sla": "true",
"u_business_domain": "",
"watch_list": "",
"upon_reject": "Cancel all future Tasks",
"requested_for": {
"display_value": "Alexandra Hagan",
"link": "https://domain.com/api/now/v1/table/sys_user/792224df1313770019dab6f36144b0a1"
},
"sys_updated_on": "2024-01-28 23:40:52",
"task_effective_number": "REQ0493299",
"approval_history": "",
"skills": "",
"number": "REQ0493299",
"sys_updated_by": "svc_syt01dev",
"opened_by": {
"display_value": "",
"link": "https://domain.com/api/now/v1/table/sys_user/Yatish Tiwari"
},
"user_input": "",
"price": "$0.00",
"sys_created_on": "2024-01-27 00:23:17",
"sys_domain": {
"display_value": "global",
"link": "https://domain.com/api/now/v1/table/sys_user_group/global"
},
"state": "Closed Complete",
"route_reason": "",
"sys_created_by": "svc_syt01dev",
"knowledge": "false",
"order": "",
"calendar_stc": "170,255",
"special_instructions": "",
"closed_at": "2024-01-28 23:40:52",
"cmdb_ci": "",
"delivery_plan": "",
"cmdb_ci_business_app": "",
"contract": "",
"impact": "3 - Low",
"active": "false",
"work_notes_list": "",
"business_service": "",
"u_systemowner": "",
"priority": "4 - Low",
"sys_domain_path": "/",
"time_worked": "",
"expected_start": "",
"opened_at": "2024-01-27 00:23:17",
"business_duration": "0 Seconds",
"group_list": "",
"work_end": "",
"approval_set": "2024-01-27 00:23:17",
"work_notes": "",
"universal_request": "",
"short_description": "This request has been created from Saviynt Enterprise Identity Cloud IAM system",
"correlation_display": "",
"delivery_task": "",
"work_start": "",
"assignment_group": {
"display_value": "",
"link": "https://domain.com/api/now/v1/table/sys_user_group/Saviynt_group"
},
"parent_interaction": "",
"additional_assignee_list": "",
"description": " Please set up Premier Navigator record with Account Name as 002076 along with access for \nApplication: Premier Navigator \nEntitlements:\n \nuser_displayname:002076 \nuser_email:Alexandra_Hagan@mechanicsbank.com \nRequestID:31002",
"calendar_duration": "",
"close_notes": "",
"service_offering": "",
"sys_class_name": "Request",
"closed_by": {
"display_value": "svc syt01dev",
"link": "https://domain.com/api/now/v1/table/sys_user/b79a7b5b1bef79106880dd77bd4bcbac"
},
"follow_up": "",
"u_implementation": "",
"sys_id": "7a190b681b08c6106880dd77bd4bcb2e",
"contact_type": "Self-service",
"urgency": "2 - Medium",
"requested_date": "",
"company": "",
"reassignment_count": "0",
"activity_due": "UNKNOWN",
"assigned_to": {
"display_value": "",
"link": "https://domain.com/api/now/v1/table/sys_user/03c62a2a1bb92d1070e1a7d8b04bcb3c"
},
"comments": "2024-01-27 00:23:18 - svc syt01dev (Additional comments)\nRequest automatically approved for total price <= $1000\n\n",
"approval": "Approved",
"sla_due": "UNKNOWN",
"comments_and_work_notes": "2024-01-27 00:23:18 - svc syt01dev (Additional comments)\nRequest automatically approved for total price <= $1000\n\n",
"due_date": "",
"sys_mod_count": "1",
"sys_tags": "",
"request_state": "Closed Complete",
"stage": "Requested",
"escalation": "Normal",
"upon_approval": "Proceed to Next Task",
"correlation_id": "",
"location": ""
}
]
}

@ankitalande Try JSON shared by me.

Refer below link to configure microservice.

Configuring Microservice (saviyntcloud.com)

Regards,
Sumathi Somala
If this reply answered your question, please Accept As Solution and give Kudos.

yatishtiwari
New Contributor III
New Contributor III

Hi Experts,

We are seeing this entry in our log-

yatishtiwari_0-1706728149535.png

But we have 4 tasks pending for which RITM and REQ both are closed complete. 

yatishtiwari_1-1706728292756.png

Do we need to perform any other configuration?

 

Confirm below

  • security system attached with service desk connection 
  • task - ticket is open in servicenow
  • Enable showlogs true in rest connector and share log file

Regards,
Rushikesh Vartak
If you find the response useful, kindly consider selecting Accept As Solution and clicking on the kudos button.