Managing Service Now Tickets in Workflows

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48

Thanks Sharvari,

How can I get that ticket number using search query, as I have to write back that ticket number to another system.

My Flow is like this

49

I’m afraid that may not be possible to fetch within a search query.

50

Got it… Thank you very much Sharvari for quick response. Really appreciated.

1 Like
51

Hi Sharvari,

Its a nice blog.

I have created a workflow via http method and able to trigger a request from SailPoint using your blog as reference. In the variables being passed, I want to display the values pulled from Provisioning Plan. However, I am seeing the string values being passed from workflow getting reflected in RITM as it is.

When we triggered the ticket from SDIM, we are able to populate the correct fields.
My requirement is how to access the provisioning plan within the workflow.

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order to populate the correct fields in RITM.
Seek your inputs here.

Thanks,
Kartheek

52

Thanks @kartheek_gopu.

For the workflow the values of the request comes from your trigger. The $plan variables will not work in workflows, you need to rely on the trigger to get the values that you need to pass. If those are identity attributes, you can call a Get Identity action to fetch the attribute values if they are not part of the trigger.

I am not sure which trigger you are using in the workflow but usually {{$.trigger.XXXX }} will help you get the values over to the ticktet.

53

Thanks Sharvari…
If we check the identity attribute change in before prov rule of SDIM and create plan for the disconnected apps, will the ticket get created by SDIM using default configurations ?

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54

Hi Rishabh,

Were you eventually able to determine a workaround for handling error status codes? I am also running into the same issue with the HTTP in which I want to retry after a 500 occurs, but instead the action terminates the entire workflow.

I was not able to use the Manage SNOW Ticket action as it could not set the required top level field “sysparm_quantity”.

55

Hi Chris, unfortunately not. There’s an idea on the ideas portal if you would like to vote for it to be picked up by SP as an enhancement: Workflow - allow to continue if HttpRequest | SailPoint Ideas Portal

It’s a rather annoying limitation of the HTTP action.

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56

Hi Sharvari,
Thank you for this detailed document, it’s very helpful. We’re using the same for access requests. Can you please help me with what “request url” should I give in “Manage ServiceNow Ticket1 - get ticket status” for an incident? The create ticket step is working with this url- https://tenant.service-now.com/api/now/table/incident but it fails for the get ticket status with “request failed: 405 - {“error”:{“message”:“Method not Supported”,“detail”:“GET method not supported for API”},“status”:“failure”} : HTTP call took 0.197770164 seconds”. Thank you in advance for any possible answer.

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You can verify the API endpoint request and response from REST API Explorer in Service now and then setup the same in your workflow. Please make sure you’re passing the correct content type, authorization and URL parameters in your request.

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58

We tried creating a task and we were able to do that. Thank you for this documentation!

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59

@KRM7 :Are you able to fix this error by using Manage ServiceNow Action in workflow? I am getting same error when I am using this Manage ServiceNow Action action but from HTTP Request action it’s working as expected.

60

Is there a suggested approach to update the content of a ticket, using an API or SDIM integration?

61

@nikhil_mahadkar it would depend on your use case, both ways are fine

62

can we have clickable links in the ticket description with different heading , something which a href tag can achieve in emails ?

63

@aditya_pathak I’ve never tried it but it could work if service now supports it.

64

@sharvari I am using HTTP Request for the SNOW ticket and using OAuth authorization. But I can see that token is never getting passed and resulting to 401 error. I don’t want to use two http request(one for token and other for original request) because I don’t want to pass the credentials in clear string in form data. Did you see this? or If I have to use the fromData then is there way that we can encrypt the credentials? And Yes, I have correct credentials and I am able to generate the token from Postman.
Thanks.