# ServiceDesk Integration Values blank

**URL:** <https://developer.sailpoint.com/discuss/t/servicedesk-integration-values-blank/22933>\
**Category:** SHF Discussion and Questions\
**Tags:** sailpoint-identity-security\
**Created:** [December 16, 2023, 1:59am UTC](https://developer.sailpoint.com/discuss/t/servicedesk-integration-values-blank/22933 "2023-12-16T01:59:09Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![mgrant](https://avatars.discourse-cdn.com/v4/letter/m/cc9497/32.png) [@mgrant](https://developer.sailpoint.com/discuss/u/mgrant)\
**Post date:** [December 16, 2023, 1:59am UTC](https://developer.sailpoint.com/discuss/t/servicedesk-integration-values-blank/22933/1 "2023-12-16T01:59:09Z")

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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?

 ![image](https://global.discourse-cdn.com/sailpoint/original/2X/a/a23b5e6d4d8becdd4487d90747561f660dd0bc98.png)

 ![image](https://global.discourse-cdn.com/sailpoint/original/2X/e/eec145bb7fdbd65442ddb64ce6d7194cc05c1a13.png)

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**Author:** ![mcheek](https://sea1.discourse-cdn.com/sailpoint/discuss/user_avatar/developer.sailpoint.com/mcheek/32/23705_2.png) [@mcheek](https://developer.sailpoint.com/discuss/u/mcheek)\
**Post date:** [December 16, 2023, 12:04pm UTC](https://developer.sailpoint.com/discuss/t/servicedesk-integration-values-blank/22933/2 "2023-12-16T12:04:12Z")

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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

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<div class="post-metadata">

**Author:** ![mgrant](https://avatars.discourse-cdn.com/v4/letter/m/cc9497/32.png) [@mgrant](https://developer.sailpoint.com/discuss/u/mgrant)\
**Post date:** [December 16, 2023, 4:33pm UTC](https://developer.sailpoint.com/discuss/t/servicedesk-integration-values-blank/22933/3 "2023-12-16T16:33:47Z")

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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?

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<div class="post-metadata">

**Author:** ![mgrant](https://avatars.discourse-cdn.com/v4/letter/m/cc9497/32.png) [@mgrant](https://developer.sailpoint.com/discuss/u/mgrant)\
**Post date:** [December 19, 2023, 12:19am UTC](https://developer.sailpoint.com/discuss/t/servicedesk-integration-values-blank/22933/4 "2023-12-19T00:19:31Z")

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In the variables section we can populate the `$!{plan.arguments.opened_by` and the `$!plan.arguments.requested_fo`r 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?

```auto
"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"

```

```
    },

```

 ![image](https://global.discourse-cdn.com/sailpoint/original/2X/c/c9a7269ade1fb25d914d3c4a36ef3c247813b2b7.png)  
 ![image](https://global.discourse-cdn.com/sailpoint/original/2X/4/4b0372d8663e100fcf312bd622220a0147779a45.jpeg)

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<div class="post-metadata">

**Author:** ![system](https://global.discourse-cdn.com/sailpoint/original/2X/f/f2136700ed5e3703e0b85e02f6be799dacca7735.png) [@system](https://developer.sailpoint.com/discuss/u/system)\
**Post date:** [February 17, 2024, 12:20am UTC](https://developer.sailpoint.com/discuss/t/servicedesk-integration-values-blank/22933/5 "2024-02-17T00:20:29Z")

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Closed on February 17, 2024, 12:20am UTC

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