[Production Issue] ServiceNow IntegrationConfig failure on delete operation

[sunilasm (sun am)]

Which IIQ version are you inquiring about?

8.3p1

Hi Team,

We are facing issue whenever the delete operation is sent for the terminated users via ServiceNowServiceIntegrationModule. Tickets are not being generated and giving the error as below,

Error: “sailpoint.integration.servicenow.ServiceNowSoapIntegration$MissingResponseElementException: Unable to find a response element matching qname scResult. Check the integration config.”*

The issue is only when the delete operation is sent for the terminated users during leaver workflow. For create/ modify access for users, tickets are being generated successfully. We are using iiq 8.3p1 currently. Any info/ help regarding this would be great.

We can see when is Role removal is sent through Leaver, provisioning transaction shows success are ticket is being generated. Seems like failures are only happening for removal of entitlements.

I am attaching Logs for your help.
pwslpt14_sailpoint.log (10.0 MB)

Thanks,
Sunil.

[enistri_devo (Emanuele Nistri)]

Hi @sunilasm,

looking the I think the problem is that SP waiting a SOAP element colled scResult but it is not present into reponse from ServiceNoW:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:sc="http://www.service-now.com/sc_req_item">
   <soapenv:Header></soapenv:Header>
        <soapenv:Body>
          <sc:getRecords>
          <number>RITM0503111</number>
        </sc:getRecords>
    </soapenv:Body>
</soapenv:Envelope>

I am not an expert on ServiceNowServiceIntegrationModule but maybe you can talk and debug it with your ServiceNow referent for understanding if the problem is on SNOW. Also, you can open a ticket on SP support.

Also, I found this topic:
https://community.sailpoint.com/t5/IdentityIQ-Forum/Getting-exception-in-Service-now-service-ticket-creation/m-p/15751
maybe can help you