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02/20/2024 04:11 AM
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
02/21/2024 09:46 AM
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:
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
02/21/2024 12:01 PM
Which is main config which needs to be enabled.?
02/21/2024 09:54 PM
Hi Pruthvi,
We tried by enabling the Sav role config, but still ServiceNow tickets are not closed in ServiceNow application.
Thanks,
Sai Meghana
02/25/2024 11:31 PM
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
03/21/2024 02:04 AM
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