ServiceNow Service Desk connector

Identity Security Cloud (ISC) ISC Discussion and Questions
, , , , , ,
1

Dear experts,
I am currently using the Service Desk connector to assign task back in ServiceNow RITM tickets and the task will be assigned to the application team for the fulfillment.
Right now I have found out the issue that SailPoint sends multiple API calls to assign the task and only one API call has the access request id and other call’s access request id field is null.
And in Search, the event is showing as below:
Status
Incomplete: Only some account activity was successful
Errors
sailpoint.connector.InvalidConfigurationException: [ InvalidConfigurationException ] [ Possible suggestions ] a) Check the response for the ticket number. b) Ensure that provision ‘responseElement’ is correctly configured for the ‘serviceRequest’ ticket. [ Error details ] Ticket number not found in the response. Response: {“result”:{“request_number”:null}}

May I ask how to fix these issue?
Thank you for your help in advance !
All the best
Yema

2

Hello Yema,

Did you find a solution for this issue, because i’m stuck here too ?

I would like to know how can I solve this issue :sweat_smile:

Thanks a lot,
Regards,
Léo

3

We created another field “ID” on ticket and set it as the identifier to create task and for the others we just ignore on SNOW side.

1 Like