SNOW Ticket closed status not updated in Saviynt

[yatishtiwari]

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:

SNOW UI screenshot:

Connection JSON

Ticket Status JSON

Task

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

[rushikeshvartak]

• 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": [
{}
]
}
]
}

[yatishtiwari]

Hi @rushikeshvartak ,

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

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.

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. 

[rushikeshvartak]

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.

[ankitalande]

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.

But for current environment following logs are generated.

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]

Postman response.

[SumathiSomala]

@ankitalande Share your ticketstatusJSON

[ankitalande]

{
"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
]
}
]
}
]
}

[SumathiSomala]

@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]}
}
]
}

[ankitalande]

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]

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": ""
}
]
}

[SumathiSomala]

@ankitalande Try JSON shared by me.

Refer below link to configure microservice.

Configuring Microservice (saviyntcloud.com)

[yatishtiwari]

Hi Experts,

We are seeing this entry in our log-

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

Do we need to perform any other configuration?

[rushikeshvartak]

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