RITM creation through ISC workflows

[sthumu (Sree Rukmini Thumu)]

I encountered an issue where the workflow was not creating RITMs, even though the same API call worked perfectly in Postman.

Using Postman, I successfully created a RITM and associated task using the following endpoint:

https://<tenant>.service-now.com/api/x_sap_sdim/sailpoint_cart_js_api/create_ticket

Here’s the sample JSON payload that worked:

{
  "items": [
    {
      "sysparm_id": "7a87147ac805dabb352d",
      "variables": {
        "requested_for_enterprise": "true",
        "application": "snowflake-2",
        "request_title": "10.09.25 sample title",
        "requested_for": "1f78df4047bc4bcbf6",
        "request_details": "sample details - new",
        "additional_comments": "test",
        "track_ritm": "true"
      },
      "sysparm_quantity": "1"
    }
  ]
}

In SailPoint workflows, I attempted to pass the same variables via the Additional Fields section. To avoid syntax errors, I omitted quotation marks and commas, assuming SailPoint would handle formatting internally. However, this led to the workflow loading indefinitely with no success or failure response—and no ticket creation.

[Karuna (Karunashri Danvir)]

Hi Rukmini,

Try using the below API which is wrapped internally in the API which you were using

https://tenant.service-now.com/api/sn_sc/servicecatalog/cart/submit_order
{
“sysparm_quantity”: “1”,
“variables”: {
“requested_for_enterprise”: “true”,
“application”: “snowflake-2”,
“request_title”: “10.09.25 sample title”,
“requested_for”: “1f78df4047bc4bcbf6”,
“request_details”: “sample details - new”,
“additional_comments”: “test”,
“track_ritm”: “true”
}
}