Task getting completed even if SNOW ticket is open

[Aniketk]

Hello All,

I`m using rest based connection for service now connection.

Service now we are using as a ticketing tool. we are expecting task should be completed after ticket is closed. However, tasks are getting completed even if the snow ticket is open. Please find the below ticket status json.

Kindly suggest.

{
"call": [{
"name": "call1",
"connection": "userAuth",
"url": "https://removed.service-now.com/api/now/table/sc_req_item?sysparm_query=request.number=${ticketID}&s...",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketStatusPath": "result[0].state",
"ticketStatusValue": [
"Open",
"OPEN",
"open",
"Closed Complete"
],
"successResponses": [{}]
}]
}

[Moderator edit: removed url]

[SumathiSomala · Accepted solution]

@Aniketk please update the ticketStatusValue in your JSON

"ticketStatusValue":[
"Closed Complete",
"closed",
"CLOSED",
"Closed"
],

Sample JSON

{
"call": [
{
"name": "call1",
"connection": "userAuth",
"url": XXX,
"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": {"statusCode":[200,201]}
}
]
}

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[Aniketk]

Hello Sumitha

I used same value , but my issue is ticket satus is open , but my tasks are getting completed. If I run the wsretry job again

[Aniketk]

 let me know if you want me to remove Open status completely form "ticketStatusValue":[

[SumathiSomala]

@Aniketk yes remove and create a fresh request and then run the wsretry job.

[Aniketk]

Thanks for help! IT worked