Service Desk connector error in SailPoint ISC

Identity Security Cloud (ISC) ISC Discussion and Questions
1

We have configured Service Desk connector in SailPoint ISC. We have given the correct sys id and service account login credential. Once the request is raised from servicenow, SailPoint is unable to create second ticket in ServiceNow and this is the error:
openconnector.connector.servicedesk.ServiceDeskConnector.evaluateVelocityExpression(ServiceDeskConnector.java:1112)\n\t… 21 more\n",“exception_class”:“openconnector.InvalidRequestException”,“exception_message”:"Velocity engine failed while replacing tokens in the: {"short_description":"SailPoint Access Request $!plan.arguments.identityRequestId","opened_by":"$!{plan.arguments.opened_by|‘xxxxxxxxxxxxxxxxxxxxxxxxx’}","req_description":"Service Request created by Service Desk Integration Module (SIM)","description":" #foreach($request in $plan.request)#if($request.operation == ‘Create’) Create Account on application $request.resource #else The following roles has been rejected. Please remove the rejected access. User: $request.id, Source: $request.resource, #end","requested_for":"$!plan.arguments.requested_for","Application":"SailPoint ISC"},

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2

Hi @selinasb,

You have problem in one of your configuration field that use velocity script.

In open by field, why do you have $!{plan.arguments.opened_by | ‘xxxxxxxxxxxxxxxxxxxxxxxxx’}" ?

it must be : $!{plan.arguments.opened_by} ?

I will below, a formate json configuration, you can copy paste into your configuration if needed.

{
  "short_description": "SailPoint Access Request $!{plan.arguments.identityRequestId}",
  "opened_by": "$!{plan.arguments.opened_by}",
  "req_description": "Service Request created by Service Desk Integration Module (SIM)",
  "description": "
    #foreach($request in $plan.request)
      #if($request.operation == 'Create')
        Create Account on application $request.resource
      #else
        The following roles have been rejected. Please remove the rejected access. User: $request.id, Source: $request.resource,
      #end
    #end",
  "requested_for": "$!{plan.arguments.requested_for}",
  "Application": "SailPoint ISC"
}
3

Hello @baoussounda $!{plan.arguments.opened_by | ‘xxxxxxxxxxxxxxxxxxxxxxxxx’ - this is where we are trying to pass the sys id of the “opened by” person. I will try the velocity script and let you know the result. Thank you so much.

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4

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