Servicenow Approval flow (missing second approver level)

Identity Security Cloud (ISC) ISC Discussion and Questions
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  • We are using the default approval flow from SailPoint - However what we are experiencing is that intermittently the requests that come through ServiceNow, we are either getting the second level of approval are not generating in servicenow, The request gets stuck in a loop where the request goes back to 1st level of approver or no approver is generated at all and the request is stuck.

  • What have you tried? - We have tried to implement a timer where servicenow checks for the api call to pull through the approver, this timer goes to a maximum of 30 minutes but also within that timer check every 5 minutes to give a better level of service.

  • What errors did you face

    RITM0406065
    RITM04060651271×215 46.3 KB

    :

    RITM0398339
    RITM0398339570×358 40.4 KB

    workflow
    workflow1365×700 143 KB

  • What is the result you are getting and what were you expecting? expecting l1 approver to come through once approved level 2 to be pulled through and approved and sent for provisioning

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Hi @Paulkerr31

Per SailPoint documentation 32 minute timer between Check for IdentityNow configuration and Get IdentityNow Pending Approvals, and the 1 minute timer after each approval action must also be updated to 32 minutes for second level approver and onwards. The No Longer Required entries are inactive or missing in ServiceNow. Either reactivate them or apply the patched Get IDN Pending Approvals script.

https://documentation.sailpoint.com/connectors/servicenow/service_catalog/help/integrating_service_catalog/troubleshooting.html

Thanks

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Thanks @Tursun - I spoke to our servicenow team and will look to amend the timers and try the 32 mins - the “No Longer Required” screenshot was to show that some of our requests go round in a loop and we have to force them out by going into SailPoint and approving them in there and then in ServiceNow it seems to kick it onto the next approval group - I’m hopeful that fixing the timer will fix both issues.