ServiceNow Catalog Integration: 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.

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 as incomplete and cancels it, despite the access being provisioned successfully.

[sreeram (Sreeram N)]

This issue has been resolved.

The root cause: The concerned user raised an access request and additionally reached out to the helpdesk to secure the access. The helpdesk raised a duplicate access request on behalf of the same user for the same access item.

ISC by default rejects the duplicate request and the access request fails in ServiceNow with the following comment

Failed to the get access request account activity id