We integrated the ServiceNow Catalog 5.1 connector with SailPoint ISC, and for approvals we used the approval rule “ISC workflow,” which should replicate the approval levels configured in ISC into ServiceNow. Currently, in ISC, L1 is Manager and L2 is Owner.
Once the request is submitted, the approvals are not being created in ServiceNow. We can see the approvals in IdentityNow, but we are unable to find them in ServiceNow. The request item is going directly into the Work in Progress state instead of the Waiting for Approvals state.
Has anyone faced the same issue? Any advice would be greatly appreciated.
Yes , all configuration have been set as per the documentation, i saw the user faced the same issue ( ServiceNow Catalog Integration: ISC Approvals Skipped ), where he mentioned that adding a timer in workflow solved the issue, but i am not sure where excatly the timer needs to be added
Please provide a screenshot of your ServiceNow SailPoint access request workflow. Ideally, the complete workflow should be included. If not, please focus on the section where the ServiceNow workflow step queries ISC for ISC-configured approvals related to the concerned access item.