ServiceNow Catalog Integration: Duplicate Approval and Missing Account Activity Mapping

[sreeram (Sreeram N)]

We have identified an unexpected behavior in access requests processed through the SailPoint IdentityNow for Service Catalog v3.2 integration.

Issue 1: These requests involve multi-level approvals configured as follows:

• Level 1 (L1): Approval in ServiceNow
• Level 2 (L2) and Level 3 (L3): Approvals in Identity Security Cloud (ISC)

Observed Behavior
After L1 approval, the expected behavior occurs: L2 approvals configured in ISC are correctly created in ServiceNow via the catalog integration. However, once L2 approvals are completed, additional L3 approvals are being generated, even though no L3 approval is configured. These unexpected L3 approvals are exact duplicates of the L2 approvers in the observed cases. Once these duplicated L3 approvals are approved, the request is immediately cancelled, and the approval state in ServiceNow is set to Rejected, despite all approvals being granted. Even though these requests are marked as cancelled, the respective access is still being provisioned.

Issue 2: ServiceNow Catalog Integration: Missing Account Activity Mapping

Has anyone come across any such issues?

[sreeram (Sreeram N)]

Creating a separate post for the issue 2 as both have been identified to be unrelated.

ServiceNow Catalog Integration: Missing Account Activity Mapping

We have identified an unexpected behavior in access requests processed through the SailPoint IdentityNow for Service Catalog v3.2 integration. Intermittently, an access request initiated in ServiceNow successfully triggers the corresponding request flow in ISC, and the access is provisioned as expected. However, the account activity is not being mapped back to the original ServiceNow request [we have implemented multiple wait periods and multiple]. As a result, ServiceNow interprets the request…

[RAKRHEEM (Rakesh Bhati)]

@sreeram

After L1 approval, the expected behavior occurs: L2 approvals configured in ISC are correctly created in ServiceNow via the catalog integration. However, once L2 approvals are completed, additional L3 approvals are being generated, even though no L3 approval is configured. These unexpected L3 approvals are exact duplicates of the L2 approvers in the observed cases. Once these duplicated L3 approvals are approved, the request is immediately cancelled, and the approval state in ServiceNow is set to Rejected, despite all approvals being granted. Even though these requests are marked as cancelled, the respective access is still being provisioned.

Hi @sreeram , We were also facing the same issue. Have you recently upgraded ? Are you using Manage Access ?

[sreeram (Sreeram N)]

@RAKRHEEM Hello,

We have not upgraded the app beyond 3.2 and we have a custom widget.