We implemented ServiceNow Service Desk integration and now when we make access request using SailPoint’s request center, it pushes a ServiceNow ticket creation in ServiceNow. I was wondering how we I can update the access request status once the tickets closed in ServiceNow. I noticed that it gets updated after Account Aggregation and if the requested access is already given. But what I need is to update the status in SailPoint nearly real time. I found the following API for this, only wondering how I can use this API to implement this requirement.
Hi @sahincelik ,
As per my experience and as @Carlatto mentioned 15min would be the least that we can set. I believe there is a limitation/restriction under 15min. So unfortunately you won’t be able to set the config to reflect in real time!
@Carlatto I have another question. Were you able to change the status in SailPoint when the ticket is rejected (closed_incomplete) ? For us, it does not change. (Always in pending status). But I am sure that the it works when the ticket is marked as closed_complete.
It will depend on how you have the Integration setup. We use REQ, but the people working tickets only ever change the TASK. I am not a ServiceNow Admin, but there is some sort of process that takes the TASK closure, updates the RITM and then updates the REQ. ISC then see the REQ status.
Thanks @Carlatto, we found the root cause and fixed it. It works indeed and updates the REQ’s status “Contact Hepldesk” in IDN when the ticket when it is rejected. However, when I changed the configuration to update RITMs status, it does not work. Probably, the “Request Root Entitlement” field that I am providing is not correct. Do you have an example for this parameter?
