We have exposed REST APIs from SailPoint to be consumed by ServiceNow. These APIs are used for various purposes, such as managing AD group memberships and creating non-human accounts.
Each REST endpoint in SailPoint triggers a workflow. Within each workflow, we have a step to create an audit event and close the corresponding ServiceNow ticket at the end. Additionally, a task result is generated as soon as the API is invoked.
The issue occurs when an error happens in the workflow before it reaches the audit step and/or the ticket-closing step. In such cases, the workflow execution fails and is unable to update or close the ServiceNow ticket. As a result, the ticket remains open indefinitely.
I am looking to build a reporting system to monitor:
Which requests were received by SailPoint
Which requests are still open
Which requests were closed
Whether the closed requests were successful or failed
What would be the best approach to implement this? Any suggestions would be greatly appreciated. Thank you!
@r_pragati One way of handling this is to add entry/exit audits. You can use it for your metrics. Like:
All entry audits can let you know how many requests received along with their metadata.
Do the comparision if the inbound request has entry and exit audits, then it is completed. Else, it is still open.
You can also use them to determine if there are any failures or not.
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@r_pragati You can also try if TaskCompletion rule helps you out. This runs for every task, you can add few conditions to see if it only goes for API workflows and based on task result status, you can take necessary actions.
