Ticket is not getting generated for ticketing app

[ShyamSrisailam]

Hi,

Connection type: REST

Application name - Ex: Ariba

It is a ticket-based Provisioning application, when user request Ariba application it should not create ticket in target and the task status should be auto complete in Saviynt.

and if user has Ariba App and when user status is inactive in Saviynt then the ticket must create in target. This is the requirement, below is the way we tried

We tried keeping attached file Json's(i.e.,TicketJSON) in CreateTicketJSON/TicketStatusJSON to generate ticket number when user gets inactive.

The JSON in CreateAccountJSON - It helps to auto complete the task status when user requests the Ariba Application and it works

And in Security System we have added the Connection name in both Provisioning Connection and Service Desk Connection. We know this is not the correct way to add ticketing connection in Both Service Desk Connection and Provisioning Connection but tried as part of testing and the auto completion of status for Create user worked.

Task is getting created for inactive user in Saviynt below is the ERROR 

    ERROR: Below is the same error we see in task and logs

Please let us know if you have any solution to make this work.

Thanks,

Shyam

[ShyamSrisailam]

Hi All,

Did anyone have any idea on how to make this work?

Thanks,

Shyam

[rushikeshvartak]

Is it working from postman ? If yes share screenshot 

[ShyamSrisailam]

Hi Rushikesh,

No, we haven't tried with POSTMAN because we tried with the same Json for different ticketing application and it worked for all of those, the once which we have tried and worked is it creates ticket for both creation and termination but only difference for this requirement is that, 

If user requests Application through ARS then the task should auto complete and

if user gets inactive in saviynt then ticket must create in ticketing application.

Thanks,

Shyam

[rushikeshvartak]

Seems inactive users are processed by ticket json 

[ShyamSrisailam]

Yes, we are using CreateTicketJSON to process a ticket for inactive users. 

We may have missed something or is there any corrections we need to make in the CreateTicketJSON ?

Thanks,

Shyam

[rushikeshvartak]

Its must be internal saviynt code. Raise freshdesk ticket to get confirmation 

[davindersingh]

@ShyamSrisailam was able to resolve it using following json

This can be achieved using the following CreateTicket JSON

{
"call": [{
"name": "call1",
"connection": "userAuth",
"url": "URL",
"httpMethod": "POST",
"httpParams": "{\"ServiceName\":\"SR_LogServiceRequestCatalog\", \"objCommonParameters\":{\"_ProxyDetails\":{\"UserName\":\"<Username>\",\"OrgID\":\"1\",\"ReturnType\":\"JSON\",\"Password\":\"<password>\",\"ProxyID\":0, \"TokenID\":\"\"},\"SR_TicketParame\":{\"ServiceCatalogID\":\"1\",\"ServiceCatalogName\":\"Adobe/Nitro Request\",\"Instance\": \"IT\",\"RequesterEmailID\":\"${user.email}\",\"SRRemarks\":\"Request to ${if(task.tasktype==2){'Remove Account in ' + endpoint?.displayName+' Application<br>UserName:' + user?.username + '<br>DisplayName :' + user?.displayname } else if(task.tasktype==14){'Disable Account in ' + endpoint?.displayName+' Application<br>UserName:' + user?.username + '<br>DisplayName :' + user?.displayname }}\"}}}",
"httpContentType": "application/json",
"ticketidPath": "TicketNo",
"successResponses": {
"Message": "Successfully saved the service request."
}
}]
}