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04/16/2024 11:02 PM - edited 04/18/2024 02:08 AM
Hi all,
I need to create a Ticket in Freshservice application for MOVER scenario.
I need to include all the entitlement details in the ticket description.
MOVER Scenario:
When the user department is updated all the account entitlements should be removed and new entitlements should be added.
I have configured,
User Update rule: Deprovision Access (Only Access) AND Re-run selected Technical Rules.
Technical rule : Assign Entitlements.
The below screenshot defines the
tasktypes (1=Add Access, 2=Remove Access) and task sources (PROVRULE/ZERODAY) of the tasks that were generated for the MOVER scenario.
Based on the tasktype and source, I am creating the ticket's Subject & Description.
I am using the below CREATETICKETJSON to create the ticket, but I fail to create the ticket for the MOVER scenario.
CREATETICKETJSON:
{
"call": [
{
"name": "call1",
"connection": "acctAuth",
"url": "https://xxxxxxx.freshservice.com/api/v2/tickets",
"httpMethod": "POST",
"httpParams": "{\"subject\":\"${(task.tasktype==3 && task.source=='ZERODAY') ? 'Onboard - Add Account Ticket : ':(task.tasktype==14 && task.source=='PROVRULE') ? 'Offboard - Disable Account Ticket: ':((task.tasktype==2 && task.source=='PROVRULE') || (task.tasktype==1 && task.source=='ZERODAY')):'Mover Ticket:':''}\",\"email\":\"xxxxxxxx@xxxxxx.com\",\"description\":\"${(task.tasktype==3 && task.source=='ZERODAY') ? 'The below user is Onboarded: (task.tasktype==14 && task.source=='PROVRULE') ? 'The below user is Offboarded':((task.tasktype==2 && task.source=='PROVRULE') || (task.tasktype==1 && task.source=='ZERODAY')) ? 'Update the below user Account & Access':''}<div><strong>Requested Entilements:</strong> ${allEntitlementsValues.replace('ADD :: ','').replace('REMOVE :: ','').replace('\n','').replace('(','').replace(')','')},\"priority\": 1, \"status\": 2}",
"httpHeaders": {
"contentType": "application/json",
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketidPath": "ticket.id",
"unsuccessResponses": {
"message": "Failed"
}
}
]
}
I assume that because of the all the tasks were generated at the same time for a single userupdate rule it is failing to check the task.tasktype and task.source condition checks.
Please let me know how can I check the conditions and create the ticket in this MOVER scenario.
Thanks & Regards,
Saviynt Savvy
04/16/2024 11:13 PM - edited 04/16/2024 11:18 PM
{\"Subject\":\"${if(((task.tasktype==12 || task.tasktype==2) && task.source=='PROVRULE') || (task.tasktype==1 && task.source=='ZERODAY')) ? 'Update User Access':''}}\"
04/18/2024 02:11 AM
Hi @rushikeshvartak ,
I have edited my post and elaborated on my requirements in detail.
Please go through the requirements once and suggest any ideas.
Thanks & Regards,
Saviynt Savvy
04/18/2024 07:38 PM
What is error you are getting in logs
04/16/2024 11:18 PM
@Saviynt_Savvy refer a sample below which I am using for SNOW :
Short description attribute :
04/18/2024 02:11 AM
Hi @Manu269
I have edited my post and elaborated my requirements in detail.
Please go through the requirements once and suggest any ideas.
Thanks & Regards,
Saviynt Savvy