Service desk integration with ServiceNow

[248048 (Girish Lavangade)]

Hi All,

I am trying to configure service desk integration with service now for disconnected applications. However after all configuration i am not able to create service now ticket. ServiceNow POST API is failing with
{
“error”: {
“message”: “Invalid Quantity value”,
“detail”: “”
},
“status”: “failure”
}

After checking the logs i can see ‘“sysparm_quantity”: 1’ is sent inside the “variables” json object instead of outside “variables” object.

Correct request body
{
“sysparm_quantity”: 1,
“variables”: {
“description”: "Create Account on application Generic Flat File [source] ",
“Add groups”: “SAMPLE1”,
“opened_by”: “0d3e9fb1478a9d109388444c736d4324”,
“req_description”: “Service Request created by Service Desk Integration Module (SIM)”,
“requested_for”: “e99520761ba02a144e4e20e3b24bcb9a”,
“short_description”: “SailPoint Access Request b14ce21976fa4ebe9ccc92e4eda428c6”,
“company”: “1b187400dbab83403724f5b31d96198d”,
“email”: “first.last@domain.com”
},
“sysparm_id”: “d255d4351be31a544e4e20e3b24bcb75”
}

Request body generated by ISC
{
“variables”: {
“description”: "Create Account on application Generic Flat File [source] ",
“Add groups”: “SAMPLE1”,
“opened_by”: “0d3e9fb1478a9d109388444c736d4324”,
“req_description”: “Service Request created by Service Desk Integration Module (SIM)”,
“requested_for”: “e99520761ba02a144e4e20e3b24bcb9a”,
“short_description”: “SailPoint Access Request b14ce21976fa4ebe9ccc92e4eda428c6”,
“company”: “1b187400dbab83403724f5b31d96198d”,
“email”: “first.last@domain.com”,
“sysparm_quantity”: 1
},
“sysparm_id”: “d255d4351be31a544e4e20e3b24bcb75”
}

Please can you help me figure out what is going wrong in setting the quantity variable.

Regards

Girish

[maheshtare]

Hi Girish,

Did you add any additional attributes in the SDIM integration or have you done any customizations in terms of velocity language to the OOTB configurations? If yes, can you please share it

[248048 (Girish Lavangade)]

Hi Mahesh,

Thanks for your reply, I haven’t done any customization for sysparm_quantity attribute. When i put the sysparm_quantity in “Ticket Creation” section, I am getting the error. If i remove it then i can see sysparm_quantity is missing in json body, Hence i get same error from serviceNow.

Regards

Girish