Hi Team,
I have implemented one disconnected application using service now as ticket management system. SCTASK is successfully created through CreateTicketJSON and SCTASK properly completed by app team. Post that TicketStatusJSOn is unable to get ticket/SCTASK status(completed) from Service Now and task is sitting in pending provisioning only.
Sample logs snippet:
2023-07-12 13:24:04,824 [quartzScheduler_Worker-1] DEBUG rest.RestProvisioningService - ticketStatusJSON: [call:[[name:getTicketStatus, connection:TRSViaSNOW, url:https://xxxxxxx.service-now.com/api/now/table/sc_task/${ticketID}, httpMethod:GET, httpHeaders:[Authorization:${access_token}], httpContentType:application/json, ticketStatusPath:result.state, ticketStatusValue:[Closed Complete, 3, Closed Incomplete, 4], successResponses:[statusCode:[200, 201]]]]]
2023-07-12 13:24:05,268 [quartzScheduler_Worker-1] ERROR rest.RestProvisioningService - Call response: {"result":{"sys_id":"ec5df2288744bdd0293beb580cbb3534","u_process_comments":"","sys_domain":{"link":"https://xxxxxxx.service-now.com/api/now/table/sys_user_group/global","value":"global"},"sys_class_name":"sc_task"}}
2023-07-12 13:24:05,268 [quartzScheduler_Worker-1] ERROR rest.RestProvisioningService - callResponseMap: [result:[sys_id:ec5df2288744bdd0293beb580cbb3534, u_process_comments:, sys_domain:[link:https://xxxxxxx.service-now.com/api/now/table/sys_user_group/global, value:global], sys_class_name:sc_task]]
2023-07-12 13:24:05,268 [quartzScheduler_Worker-1] DEBUG rest.RestProvisioningService - showResponse: null
2023-07-12 13:24:05,268 [quartzScheduler_Worker-1] DEBUG rest.RestProvisioningService - response of getNewStatusForTicketIDs: [result:[sys_id:ec5df2288744bdd0293beb580cbb3534, u_process_comments:, sys_domain:[link:https://xxxxxxx.service-now.com/api/now/table/sys_user_group/global, value:global], sys_class_name:sc_task]]
2023-07-12 13:24:05,268 [quartzScheduler_Worker-1] DEBUG rest.RestProvisioningService - disContinueStatusList : null
2023-07-12 13:24:05,270 [quartzScheduler_Worker-1] ERROR rest.RestProvisioningService - Error in closing ticket...response: {"result":{"sys_id":"ec5df2288744bdd0293beb580cbb3534","u_process_comments":"","sys_domain":{"link":"https://xxxxxxx.service-now.com/api/now/table/sys_user_group/global","value":"global"},"sys_class_name":"sc_task"}}
Create Ticket JSON:
{
"call": [{
"name": "createTicket",
"connection": "TRSViaSNOW",
"httpMethod": "POST",
"httpParams": "{\"transaction\":\"create\",\"transaction_type\":\"new\",\"request_title\":\"${if(task.tasktype==1){'Create User Request for TRS'}else if(task.tasktype==2 && (allEntitlementsValues==null || allEntitlementsValues.isEmpty() || allEntitlementsValues=='')){'Delete Account'}else if(task.tasktype==2 && task.source=='REQUEST'){'Remove'} else if(task.tasktype==2 && task.source=='ANALYTICS_V2'){'Remove'} else if(task.tasktype==2 && task.source=='CERTIFICATION'){'Remove'}else if(task.tasktype==3){'TRS User Account Request'}else if(task.tasktype==6){'Enable Account'}else if(task.tasktype==14){'Suspend'}else{task.tasktype}}\",\"request_details\":\"User - ${user.username},First Name - ${user.firstname},Last Name - ${user.lastname} ,Email - ${user.email},Bussiness Justification : ${businessJustification},Factory Name - ${reqAttrs.customproperty1},Request Type - ${reqAttrs.customproperty2},Role Type - ${reqAttrs.customproperty3}\",\"saviynt_ticket_id\":\"${task.id}\",\"application_id\":\"xxxxxxxx\"}",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketidPath": "result.sys_id",
"successResponses": {
"statusCode": [
201
]
},
"unsuccessResponses": {
"statusCode": [
400,
401,
404,
403,
500
]
}
}]
}
===========================================================================
TicketStatusJSON:
----------------
{
"call": [{
"name": "getTicketStatus",
"connection": "TRSViaSNOW",
"httpMethod": "GET",
"httpHeaders": {
"Authorization": "${access_token}"
},
"httpContentType": "application/json",
"ticketStatusPath": "result.state",
"ticketStatusValue": [
"Closed Complete",
"3",
"Closed Incomplete",
"4"
],
"successResponses": {
"statusCode": [
200,
201
]
}
}]
}
