How to raise RITM in service desk when identity attribute gets changed

[PrashRV (Prashanth RV)]

Hi,

someone pls help me on how to create RITM ticket in Service desk when identity attribute gets changed…

thanks in advance…

[jesvin90 (Jesvin Joseph)]

Hi @PrashRV,

You can make use of workflows to achieve your use case.

Set up a workflow with Identity attribute changed trigger.

As the next step, you can invoke the HTTP Request action that calls your service desk API to create the Ticket.

[kavindar_sharma]

Hi @PrashRV ,

You can use workflows for it. Refer - Managing Service Now Tickets in Workflows

[PrashRV (Prashanth RV)]

thanks for the replies.

can someone help me how to access manageservicenow ticket step variables in the next step like want to know the status of the ticket creation, right now there is no ticket is getting created in service desk , not even seeing any errors on the workflow.

and how to see the response representation of the manageservicenow ticket step response .

[kavindar_sharma]

Hi @PrashRV ,

You can have a step to compare strings and get the HTTP response of the previous step. Verify from the workflow execution report.

[PrashRV (Prashanth RV)]

Thanks kavindar for the replies,

I am using ManageServiceNow Ticket action and I have passed all the required parameters to the step, but getting some error …like this…

{
“error”: {
“message”: “Cannot read property "variables" from undefined”,
“detail”: “TypeError: Cannot read property "variables" from undefined (sys_ws_operation.f1f3898edbffb300e90690b3db961966.operation_script; line 20)”
},
“status”: “failure”
}

[kavindar_sharma]

Hi @PrashRV ,

There are some issues with variables added in the workflow. If possible can you post your workflow here

[PrashRV (Prashanth RV)]

Hi ,

thanks
can you pls help me on the below error getting when I try to get accounts using id from Trigger - identity attributes changed step

json: cannot unmarshal string into Go struct field GetAccountsInput.valueList of type string