ServiceDesk Integration Not Writing Back After Ticket Closure

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hello,

We are testing the SDIM connection and running into an issue where the access request ticket shows as “pending” even after the closure workflow on ServiceNow completes for the ticket and the related entitlements are not granted.

To clarify:

  • The ticket is created and populates accordingly on ServiceNow
  • The service account has the necessary permissions needed to trigger the workflows
  • We are using the default SailPoint Catalog Item included with the SDIM package

Has anyone else run into/resolved this issue?

2

Hi @yang293,
Can you once check what is the time configuration for the current SDIM integration that you are testing.

Reason being there is by default some time set when the status will be checked again so, go through this document you will be able to resolve it.

3

Hi @yang293,

Based on your servicenow ticket type you need to update Status Mapping as per your servicenow status in IDN.here is a sample of it for Service Request Type

image

Check the status values for Incident Type ticket in the documentation

Can you also validate provisioning status check interval by using this API.