ServiceNow integration Create Account fail | Account created at target but not linked to identity

[Ankit_PwC (Ankit Sharma)]

Hi all,
We have ServiceNow integrated to our tenant as a target application using the ServiceNow ootb connecter. We had been provisioning accounts to the target for a while without any issue. Lately, creating new accounts has been failing in IDN as seen in the events of the identity for which the create account was triggered.

Error:
[“sailpoint.connector.ConnectorException: [ ConnectorException ] \n [ Error details ] Request execution failed for the sys_id \u0027null\u0027. Target record not found”]

Even though it is failing as seen in SailPoint, on checking the target (ServiceNow) - we can see the account is created. Due to this, when the create account is retried by SailPoint we get a different error -

[“sailpoint.connector.ObjectAlreadyExistsException: [ ObjectAlreadyExistsException ] \n [ Error details ] The account \u0027E80001290\u0027 already exists in the ServiceNow instance. Error during insert of sys_user (TestUser90 TestSur90); Target record not found”]

Seems like we are not able to pass sys_id for ServiceNow account creation, which we were passing before we started facing this issue. Having said that, we have not made any configuration changes and confirmed that the application team has not made any changes at their end that might affect creation of accounts. Wish to get the opinion of experts on this.

[jsr749 (Jeffrey Ray)]

I have had the same error and it was a attribute transform error in servicenow. Servicenow would create the account, but generated the error to IDN if a transform failed. You may need to debug it with your ServiceNow developer team.

[jsr749 (Jeffrey Ray)]

Also sys_id seems to be required to update a servicenow account. You need to make it the account id or the connector will not function properly.