Service Catalog Ticket is getting updated to Closed Incomplete

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hi,

We are seeing strange behavior of Service catalog that when Manager once approves a ticket in Service catalog, the ticket is getting completed with closed incomplete status.

And we are seeing a comment in notes by System :

Failed to get access request account activity item id

Note : No SDIM ticket is getting created, once after service catalog ticket gets approved.

Appreciate any suggestions.

Thanks

Prashanth

2

Hi @PrashRV ,

I see that ticketID is itself not generating that usually happens when ServiceNow with SDIM integration and the track_ritm flag set to true for the Service Request ticket type, the following error occurs.

Resolution:Update the Tracking ID field to the custom catalog item configuration in ServiceNow.

Note: The configuration code is due to the setup status in IdentityNow status mapping tab which can be changed anytime. For more information for the same please find below link :

3

@pkMishra Thanks for the reply

can you pls just little eloborate what Tracking field you suggest to update.

Thanks again..

4

, The suggested configuration will be set at SNOW level. Inform ServiceNow team to set Tracking ID field to their custom catalog configuration.

5

OK, @pkMishra , but this is not happening for all the users but for only few users specifically.

Thanks

6

@PrashRV , I would suggest to go through below provided steps to encounter the bug for the same:-

  1. Check the system logs in ServiceNow. Login in Snow with admin rights to check for the system logs. Look for any error message with “Insufficient permission/rights” then note it’s sessionId to debug more.

  2. Verify post approval if SF is calling SP API for affected users or not.

  3. Try to perform the same request using a different method, such as making a direct REST API call from the consuming tool to the ServiceNow instance, to see if the issue persists

In case if you are unable to find any logs or traces with the same. Please reach out to your SNOW team for further investigation.