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Unable to populating few attributes to ITSM from Saviynt

biswajitoram
New Contributor III
New Contributor III

Hi Team,

I am facing issues while populating a few attributes mentioned below over the ITSM from the Saviynt side. 

Job Title: [JobDescription]
Department: [DepartmentName]
Line Manager Name: [Owner DisplayName]
Line Manager Email: [Owner Email]

 

PFA full CreateTicketJSON.

{
"call": [
{
"name": "call1",
"connection": "ITSMHWAuth",
"showResponse": true,
"url": "https://itservicedesk.lotuss.com/api/v2/ticket",
"httpMethod": "POST",
"httpParams": {
"values": {
"First_Name": "Lotus",
"Last_Name": "Integration User",
"Description": "${if(task?.tasktype==3){' New Joiner HW - '+user.displayname+' - '+task.accountName+' '} else if(task.tasktype==14){' TERMINATED HW - '+user.displayname+' - '+task.accountName+' '} }",
"Detailed_Decription": "${if(task?.tasktype==3){'Request Type: Laptop Setup \\\\n Start Date: '+user.startdate+' \\\\n End Date: '+user.enddate+' \\\\n Employee Name: '+user.displayname+' \\\\n Employee ID: '+user.employeeid+' \\\\n Email Address: '+user.email+' \\\\n Employee Type: '+user.employeeType+' \\\\n Job Title: '+user.jobdescription+' \\\\n Department: '+user.departmentname+' \\\\n Work Level: '+user.customproperty3+' \\\\n Line Manager Name: '+user.owner.displayname+' \\\\n Line Manager Email: '+user.owner.email+' \\\\n Location: '+user.location+' '} else if(task.tasktype==14){' TERMINATED HW - '+user.displayname+' - '+task.accountName+' '} }",
"Affected_Current_Site": "Head Office",
"Assigned Support Company": "Lotus's",
"Assigned Support Organization": "EUC",
"Assigned Group": "THL3 IT Security Identity Mgmt",
"Impact": "4000",
"Urgency": "4000",
"Reported Source": "API",
"Service_Type": "Service",
"Product Categorization Tier 1": "Hardware Software Services",
"Product Categorization Tier 2": "Microsoft Application",
"Product Categorization Tier 3": "Microsoft Outlook - Calendar"
}
},
"httpHeaders": {
"Authorization": "${access_token}",
"contentType": "application/json"
},
"httpContentType": "application/json",
"ticketidPath": "values.Incident Number",
"successResponses": {
"statusCode": [
200,
201
]
}
}
]
}

Please help me on this.

4 REPLIES 4

PremMahadikar
Valued Contributor
Valued Contributor

Hi @biswajitoram ,

Can you try below,

Job Title: ${user.title}
Department: ${user.companyname}
Line Manager Name: ${usermanager.username}
Line Manager Email: ${usermanager.email}

If you find the above response useful, Kindly Mark it as Accept As Solution and hit Kudos

rushikeshvartak
All-Star
All-Star

Could you kindly provide a detailed snapshot of the information extracted from the logs, encompassing errors and other pertinent functionality details encountered during the execution of this process? Your assistance in furnishing this information would greatly aid in the analysis and resolution of any issues .


Regards,
Rushikesh Vartak
If you find the response useful, kindly consider selecting Accept As Solution and clicking on the kudos button.

biswajitoram
New Contributor III
New Contributor III

Hi @PremMahadikar @rushikeshvartak 

Thanks for your support @Prem 

I can pass the values to the ITSM system on the above JSON. PFA the details I have used

Job Title: '+user.jobDescription+' (case sensitive)

Line Manager Email: '+userManager.email+' (case sensitive)

Line Manager Name: '+userManager.displayname+' (case sensitive)

But still, I am unable to pass the Department Name attribute. 

I have tried with passing as user.departmentName, user.departmentname & user.DEPARTMENTNAME as well but still no result.

Please help me with this attribute. 

${user.departmentname}

Regards,
Rushikesh Vartak
If you find the response useful, kindly consider selecting Accept As Solution and clicking on the kudos button.