Hi Team,
Has anybody worked on ServiceNow integration, here our use case is to trigger ServiceNow request via workflow, but there are no RITM getting generated at their end, they are not able to see any RITM generated not sure this is issue from our end and they need to check, We tried to check catalog id whatever they had provided but that is same, has anybody any idea why RITM are not generating
When you say Workflow are you talking about ISC workflows? Or are you talking about ServiceNow Workflows?
Which Service Now Store applications do you have installed for integration?
If this is a ISC workflow can you share either the JSON output using the following endpoint?
Or can you share redacted screen prints of your workflow?
Are you using a POST API call to create the RITM? Have you tried the same in Postman?
Hey @mpotti I mean by IDN workflow, I am not familiar with ServiceNow workflow, what they are doing I am not having any idea but from our end request should generate RITM which it doesn’t create, they have used SailPoint Identity Security Cloud Service Catalog app from ServiceNow as our task is to create tickets only not any governance. I have just used manage workflow action on identity created trigger.
Hi Nithesh, I am using manage ServiceNow ticket operation into my workflow, No I have not tried any rest API for creation? in response it is generating request number, and it is visible to them not sure whether we are using wrong action for this requirement. Please suggest what should be the right way to get this done?
In your original question you mentioned the ticket is not visible to them, and here you are saying it is visible to them. Can you clarify this?
Ticket is visible to them, but there is some issue with RITM not getting generated properly, for now this is the only issue, what they mentioned what I understood from the conversation that request is linked to RITM but they don’t see any RITM generated for request that is creating from Request.
In this case I would review the API docs from ServiceNow. This sounds like the payload is not correct for ServiceNow API call in order to generate the correct information in the RITM. I would also look at the Catalog item you are calling and verify the ServiceNow Workflow that is being triggered to generate the RITM. You will want to ensure that the RITM creation workflow that is being triggered is configured based on your companies requirements.
When it comes to work with ServiceNow with ISC 90% of the work is done on the ServiceNow side. So ensuring your targeting the correct end points and configured payloads are correct will are critical when using API’s to interact with ServiceNow.
I would ask the ServiceNow team to turn on logging for you user that is making the API call. This way you can see what the error message is that your getting when sending the api or if their is a 200 response but the workflow failed.
Hope this helps.
1 Like
Hey @mpotti
thanks for looking into this requirement and for your guidance, what action we should use here manage ServiceNow ticket or http request inside workflow? which one would you suggest
response is 201 only but when they are validating the request generated via workflow, they respond that RITM has not generating resulting non execution of catalog tasks or approver while we are passing correct catalog id to them. to be honest this is something I am not sure what they are expecting from us
I would send them you payload that you have built for you workflow. And request they update it accordingly then when they return the payload back you can pass in the needed values using velocity.
If you are getting a 201 that means that your payload in at least what is expected for the API. How ever it may still not be correct for the ServiceNow workflow to be able to process it. This is where things get tricky with working with Service Now. But you are already on the right track you just need to work with a Senior Service Now Developer. Someone who is very familiar with the API and integrating with other systems.
@mcheek : Any inputs from your side? I saw your various posts where you have suggested some good idea on implementation side for ServiceNow, requesting your help.
@mpotti : I had tried various combinations but not able to achieve at our milestone, thanks a lot for looking into this, It seems that something huge is missing in our payload.
Here is the ServiceNow API Specs. You will need to review what you have in your call to find the exact API endpoint. Hope this helps point you in the right direction.
This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.