Hi,
I have service desk integration configured in Sailpoint ISC. I see REQ getting raised properly when request is submitted for a disconnected application. But when I close the SCTASK, I see RITM and REQ getting closed. But the access request status in Sailpoint is not moving to Closed. It still stays in Pending.
Here is my status mapping.
The task is not closed immediately in SailPoint, so you still need to wait for SailPoint to update the status at the configured interval.
You can get the current status-check interval using: get-status-check-details-v-1 | SailPoint Developer Community
You can also update the status-check interval based on your needs using:
update-status-check-details-v-1 | SailPoint Developer Community
Make sure also that your SDIM status value are correct.
And the request still not closed ?
yes still not closed in Sailpoint
I’d look at a tracking mismatch before changing the polling interval. Your screenshot is using the numeric RITM state values (1, 2, 3, 4, 7), but SailPoint documents that Service Request tickets track the REQ by default; RITM is tracked only when track_ritm=true is added to the ticket configuration.
So first check the ticket/tracking ID stored in Search → Account Activity and confirm whether ISC is actually polling the REQ or the RITM.
If it is tracking the REQ, the status mapping should use the REQ values such as requested, in_process, and closed_complete; if you intend to track the RITM, enable track_ritm=true and keep the numeric mapping, where 3 → Committed is appropriate.
Since the RITM and REQ are already closing in ServiceNow and the request remains Pending beyond the 15-minute interval, I’d verify this REQ/RITM alignment before looking at the scheduler or opening a support case.
