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 chall…

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, [image] 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

[image] Mark Cheek: leted 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 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 nee…

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”

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 the…

[image] Amit Ghosh: Through IdentityNow Workflow rule ServiceNow fetches the approval details from ServiceNow 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…

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

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

Identity Security Cloud (ISC) ISC Discussion and Questions

ag2024 (Amit Ghosh) May 15, 2024, 1:51pm 3

Hi Mark,

Thanks for the response. Please find the image below,

Thanks,
Amit Ghosh

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

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