ServiceDesk Integration Values blank

[mgrant (Marvin Grant)]

Hi Team,

Our ServiceDesk Integration is creating tickets when a revocation is signed off but the variables in the ticket remain blank. See screenshots below. What could be causing this?

[mcheek (Mark Cheek)]

I don’t remember those variables on the servicenow side being a part of the catalog item that’s installed with the service desk integration. Are they custom? Because there’s no mapping for them on your SDIM connection

[mgrant (Marvin Grant)]

Hi Mark,

Thanks for chiming in. I did notice that in a prior integration we had, before purchasing this one, the Opened by (one data element populates two fields), Account, and Roles.
These could be custom variables.
If they are not included in the current Service Desk Integration we have how do we get these populated with our current version?

[mgrant (Marvin Grant)]

In the variables section we can populate the $!{plan.arguments.opened_by and the $!plan.arguments.requested_for but the account and Roles to be removed is not populating. Below is what the JSON looks like. As well as our configuration and the selections from the SNOW Table. Any thoughts what we may be missing?

"request": {
            "account": "$!request.id",
            "roles": "#if($request.operation == 'Modify')\nModify Account on application $request.resource\n#else\nFor $request.id in application $request.resource\n#end\n#if ($request.items)\n#foreach ($item in $request.items)\n$!item.Operation $item.name: $item.value\n#end\n#else\n$!request.Operation Account\n#end"

    },