ServiceNow for ServiceDesk: Tickets are not generated

IdentityIQ (IIQ) IIQ Discussion and Questions
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1

Hello All,

We have lot of disconnected applications for which we are using the ServiceNow ServiceDesk integration to create tickets for provisioning transactions. Recently we have observed that tickets are not generated for our access requests and provisioning transactions remains in the retry state. (ServiceNow - connection test is successful).

We do not see any failure in the logs as such to identify the root cause.
This is how my provisioning plan looks like:

<ProvisioningPlan targetIntegration="IdentityIQ for ServiceNow Service Desk" trackingId="ef6abac51f6d4e3a9e0a7fad3d836929">
    <AccountRequest application="SOME-APP" nativeIdentity="<UID>" op="Create">
      <AttributeRequest name="Entitlement" op="Add" value="ENT_NAME"/>
      <AttributeRequest name="FirstName" op="Set" value="Pallavi"/>
      <AttributeRequest name="LastName" op="Set" value="Chaudhari"/>
    </AccountRequest>
    <Attributes>
      <Map>
        <entry key="identityRequestId" value="0000024041"/>
        <entry key="requester" value="Pallavi"/>
        <entry key="source" value="LCM"/>
      </Map>
    </Attributes>
    <Requesters>
      <Reference class="sailpoint.object.Identity" id="0a816530885416328188589480f91eb6" name="Pallavi"/>
    </Requesters>
  </ProvisioningPlan>

Thanks,
Pallavi

2

Transaction remains in pending state:
image

3

This issue is resolved, we enabled additional loggers for service desk connector and figured out it was authn issue.

Thanks,
Pallavi