Status changing issue in ServiceNow

[saimeghana]

Hi Team,

We raised an Entitlement/Roles request from ServiceNow, and tasks were created and completed in Saviynt, but still the request status is "OPEN" in ServiceNow instead of "completed."

Do we need to run any job?

Please help us to resolve this issue.

Thanks,

Sai Meghana

[pruthvi_t]

Hi @saimeghana ,

Greetings.

The request is approved and provisioned in Saviynt, but the RITM status is still in open because the savrole assigned to the service account has some Requests related configs not enabled. This could be causing the issue because of which the request status is not getting refreshed in the Servicenow.

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’. 

  

Thanks

[rushikeshvartak]

Which is main config which needs to be enabled.?

[saimeghana]

Hi Pruthvi,

We tried by enabling the Sav role config, but still ServiceNow tickets are not closed in ServiceNow application.

Thanks,

Sai Meghana

[saimeghana]

Hi Pruthvi,

The RITM request is in "Closed_complete" status, but the "RequestStatus" is in OPEN state.

Do we have any configuration in ServiceNow Application to update the Requeststatus?

Thanks,

Sai Meghana

[saimeghana]

Hi Team,

Is the request status will update to closed_complete in service Now once the tasks are completed in saviynt.

Please let us know status change is possible in ServiceNow?

Thanks,

Sai Meghana