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).
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
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.
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”
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
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?
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.
