Issue with ServiceNow Integration using SailPoint IdentityNow for Service Catalog v3.1

Dear Team,

We are encountering an issue with SailPoint IdentityNow for Service Catalog v3.1. Our process involves raising requests from the ServiceNow Request Center, and it retrieves approval details from IdentityNow using the IdentityNow Workflow as approval rules.

However, we are facing a challenge where a cancel message is received and printed in the ServiceNow work note once the ServiceNow state changes (e.g., from Open to Work in Progress, Work in Progress to Awaiting Approval).

If anyone has encountered a similar issue with Service Catalog v3.1, we would greatly appreciate your suggestions.

Please take a screenshot of the workflow context that shows the path the workflow took. You can get there from the RITM record by clicking the “Show Workflow” link at the bottom

Hi Mark,

Thanks for the response. Please find the image below,

Thanks,
Amit Ghosh

Ok, it looks like there is some issue when it’s evaluating whether or not the approvals in IdN are completed or not. There are a lot of workflow differences between 3.1 and 3.2 so I will have to revert back to 3.1 in one of my instances to look

Thanks for your continuous support, Mark. Please let us know if you find anything after changing the version to 3.1
Also, please let me know if you need any additional information from our end.

Thanks,
Amit Ghosh

What happened to this request on the IdN side?

Access Request got provisioned in IDN.
But the SNOW the approval showing as cancel and getting cancel msg in work note as well.

Are there any approvals happening on the IdN side?

The reason I ask is because the only time that workflow will traverse to that branch is if you have an approval rule defined where the type is “IdentityNow Workflow”

1 Like

No. Approval not happening in IDN.
Through IdentityNow Workflow rule ServiceNow fetches the approval details from ServiceNow. And approval happening in ServiceNow.
Once we are getting cancel work note in the ticket but approval still showing requested.
Once we are approving the item from SNOW then the user provision completed from IDN and the approval changed to cancel and also the cancel work note printed in the ticket.

I think you mean “ServiceNow fetches the approval details from IdentityNow”, right? Because that’s what the ServiceNow workflow definition does.

You can see that the workflow context in your screenshot traversed the step “Get IdN Pending Approvals”, which calls the list-pending-approvals API endpoint in IdN to find approvals for the access object and requestor

image

It appears from your screenshot that at some point went through the “Has Active Approvals?” activity more than once, but I cannot tell the order

From the RITM, can you click on “Workflow Context” at the bottom of the record, then post a screenshot of the “Workflow Activity History” tab, ensuring the records are ordered by the “Activity Index” column?

Also, was there more than one approver on this request? I can’t tell from your screenshot

Hi Mark,

Thanks for your response. There was only 1 approver for this request (manager approver).
But we are facing this issue for all types of approval.

Please find the screenshot of "Workflow Activity History” tab below,

Thanks,
Amit Ghosh

Are any of these users acting on the approval records in either IdN or ServiceNow? Or is this all happening on its own?

For few requests it’s happens on its own. Then we found out that there are some data issue for those requests. Eithers the approvers not present in ServiceNow or they are inactive state.
But while we are testing with proper data, It’s printing the cancellation msg in the work note but approval showing as requested. Then we are approving the item from ServiceNow.

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