Access requests are getting stuck partway through the process

SailPoint Human Fabric (SHF) SHF Discussion and Questions
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1

Hi Team,

We are currently user Sailpoint ISC and our front end for submitting requests is ServiceNow. We are experiencing intermittent issues.

  1. Access request submitted from Servicenow are getting stuck partway through the process.
  2. Access request submitted from Servicenow assign to approver and approver denied the request and stuck in between no option to cancel that request as well in sailpoint.

looking for suggestion if anyone also experiencing similar issues.

Thank You,

Regards,

Shweta

2

Hi @Shwetamongia01 , Check if you are able to cancel that request via API

3

You can use Close access request API to close this request which is stuck in middle.

4

Hi Aman, i found the way to close via API and UI but request is also not provisioning. everytime we need to cancel and ask end user to raise it again.

5

Hi Shweta,

We had similar issue and it was caused due to upgrade of the ServiceNow plugin from 3.4 to 4.1. I am not sure if that is the case from your end.

6

Thank you for your response but as far as i know we are using 5.1