ServiceNow Service Desk Integration Access Request status not updating

IdentityIQ (IIQ) IIQ Discussion and Questions
,
1

Which IIQ version are you inquiring about?

Version 8.3

Share all details related to your problem, including any error messages you may have received.

I have been working on the ServiceNow Service Desk integration and I am able to generate the ticket in ServiceNow and populate all the variables in SN but the status of the associated Access Request does not get updated when the SN RITM is updated. When the Access Request is submitted checkStatus is run and it is correctly setting the Access Request to match the RITM state (open) and I have verified all the other status mappings are correct. From my troubleshooting it appears as if the “Check Status of queued items” workflow is not being run again to update the Access Request as I am expecting it to. I have modified the provisioningStatusCheckInterval variable in the workflow to run every 2 minutes but to no effect. There are no error messages generated and the provisioning plan all looks good but the Access Request does not update when the corresponding ServivceNow RITM is updated.

2

Hi Keenon, have you tried running trace logs on the ServiceNow Service Desk integration to see how often the status check is running? Is the provisioningStatusCheckInterval not having any noticeable change in the frequency of the checks?

3

Hi Corey,

I have run it with trace on and I’m getting the expected output when the RITM is initially created where it is setting the status to queued but it doesn’t appear that the status check ever runs again after the initial creation no matter the provisioningStatusCheckInterval. Trace below from initial status check.

2024-05-22 10:32:30,690 DEBUG https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:2359 - Checking status for  : RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:78 - Entering <init>: Arguments => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:84 - Exiting <init>: Arguments => N/A, Returns => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering checkStatus: Arguments => RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$0: Arguments => RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$0: Arguments => RITM0216289, Returns => Check Status for Ticket number: RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$0: Arguments => RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$0: Arguments => RITM0216289, Returns => Check Status for Ticket number: RITM0216289
2024-05-22 10:32:30,690  INFO https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:298 - Check Status for Ticket number: RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering getConfigParam: Arguments => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering initRateLimitVars: Arguments => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$initRateLimitVars$11: Arguments => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$initRateLimitVars$11: Arguments => N/A, Returns => Retry count set to: 5 and Retry Threshold Value as: 30secs
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$initRateLimitVars$11: Arguments => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$initRateLimitVars$11: Arguments => N/A, Returns => Retry count set to: 5 and Retry Threshold Value as: 30secs
2024-05-22 10:32:30,690 DEBUG https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:486 - Retry count set to: 5 and Retry Threshold Value as: 30secs
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting initRateLimitVars: Arguments => N/A, Returns => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting getConfigParam: Arguments => N/A, Returns => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering prepareCheckStatusConfigurations: Arguments => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting prepareCheckStatusConfigurations: Arguments => N/A, Returns => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering createCheckStatusEndpointConfig: Arguments => RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering getQueryStringForStatusCheck: Arguments => RITM0216289
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering initializeVelocity: Arguments => N/A
2024-05-22 10:32:30,690  WARN https-jsse-nio-443-exec-7073 org.apache.velocity.deprecation:62 - configuration key 'eventhandler.referenceinsertion.class' has been deprecated in favor of 'event_handler.reference_insertion.class'
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting initializeVelocity: Arguments => N/A, Returns => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering evaluateVelocityExpression: Arguments => {ticketId=RITM0216289}, , state
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering manageContext: Arguments => {ticketId=RITM0216289}, true
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting manageContext: Arguments => {ticketId=RITM0216289}, true, Returns => N/A
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering manageContext: Arguments => {ticketId=RITM0216289}, false
2024-05-22 10:32:30,690 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting manageContext: Arguments => {ticketId=RITM0216289}, false, Returns => N/A
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting evaluateVelocityExpression: Arguments => {ticketId=RITM0216289}, state, state, Returns => N/A
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering evaluateVelocityExpression: Arguments => {ticketId=RITM0216289}, , number=$ticketId
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering manageContext: Arguments => {ticketId=RITM0216289}, true
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting manageContext: Arguments => {ticketId=RITM0216289}, true, Returns => N/A
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering manageContext: Arguments => {ticketId=RITM0216289}, false
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting manageContext: Arguments => {ticketId=RITM0216289}, false, Returns => N/A
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting evaluateVelocityExpression: Arguments => {ticketId=RITM0216289}, number=RITM0216289, number=$ticketId, Returns => N/A
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting getQueryStringForStatusCheck: Arguments => RITM0216289, Returns => ?sysparm_fields=state&sysparm_query=number%3DRITM0216289
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering prepareHeaders: Arguments => N/A
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting prepareHeaders: Arguments => N/A, Returns => {Accept=application/json, Content-Type=application/json}
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering getAuthenticationProvider: Arguments => N/A
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting getAuthenticationProvider: Arguments => N/A, Returns => BasicAuthentication [REDACTED]
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting createCheckStatusEndpointConfig: Arguments => RITM0216289, Returns => EndpointConfig [sequenceId=1, endpointIdentifier=[REDACTED], operationType=Get Object, parent=null, requestConfig=RequestConfig[REDACTED], httpMethod=GET, requestBuilder=null, headers=[Accept, Content-Type], body=null, sslOptions=[]], responseConfig=ResponseConfig [rootPath=null, attributeMapping=null, possibleHttpErrorCodes=[], possibleHttpErrorMessages=[Not able to parse Authorization Header parameter.], successCodes=null, responseParser=null], pagingProcessor=connector.sdk.webservices.paging.impl.GenericExpressionPagingProcessor@1d44002b, resourceResolutionStrategy=connector.sdk.webservices.resource.AppendResourceStrategy@6f324ab4, childEndpoints=null, authenticationProvider=BasicAuthentication [REDACTED], beforeRequestProcessor=connector.sdk.webservices.EndpointConfig$1@757f2065, afterResponseProcessor=connector.sdk.webservices.EndpointConfig$2@35488b56, endpointAttributes=null, rawResponse=null]
2024-05-22 10:32:30,705 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering processEndpoint: Arguments => EndpointConfig [sequenceId=1, endpointIdentifier=[REDACTED], operationType=Get Object, parent=null, requestConfig=RequestConfig [REDACTED], httpMethod=GET, requestBuilder=null, headers=[Accept, Content-Type], body=null, sslOptions=[]], responseConfig=ResponseConfig [rootPath=null, attributeMapping=null, possibleHttpErrorCodes=[], possibleHttpErrorMessages=[Not able to parse Authorization Header parameter.], successCodes=null, responseParser=null], pagingProcessor=connector.sdk.webservices.paging.impl.GenericExpressionPagingProcessor@1d44002b, resourceResolutionStrategy=connector.sdk.webservices.resource.AppendResourceStrategy@6f324ab4, childEndpoints=null, authenticationProvider=BasicAuthentication [REDACTED], beforeRequestProcessor=connector.sdk.webservices.EndpointConfig$1@757f2065, afterResponseProcessor=connector.sdk.webservices.EndpointConfig$2@35488b56, endpointAttributes=null, rawResponse=null]
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting processEndpoint: Arguments => EndpointConfig [sequenceId=1, endpointIdentifier=[REDACTED], operationType=Get Object, parent=null, requestConfig=RequestConfig [REDACTED], httpMethod=GET, requestBuilder=null, headers=[Authorization, Accept, Content-Type], body=null, sslOptions=[]], responseConfig=ResponseConfig [rootPath=null, attributeMapping=null, possibleHttpErrorCodes=[], possibleHttpErrorMessages=[Not able to parse Authorization Header parameter.], successCodes=null, responseParser=null], pagingProcessor=connector.sdk.webservices.paging.impl.GenericExpressionPagingProcessor@1d44002b, resourceResolutionStrategy=connector.sdk.webservices.resource.AppendResourceStrategy@6f324ab4, childEndpoints=null, authenticationProvider=BasicAuthentication [REDACTED], beforeRequestProcessor=connector.sdk.webservices.EndpointConfig$1@757f2065, afterResponseProcessor=connector.sdk.webservices.EndpointConfig$2@35488b56, endpointAttributes=null, rawResponse=HttpResponseWrapper [status=200, response={"result":[{"state":"1"}]}, headers={Transfer-Encoding=chunked, Server=snow_adc, X-Content-Type-Options=nosniff, Server-Timing=sem_wait;dur=0, sesh_wait;dur=0, X-Transaction-ID=0f3f9e0ed91e, Connection=keep-alive, X-Is-Logged-In=true, Pragma=no-store,no-cache, Date=Wed, 22 May 2024 17:32:31 GMT, Strict-Transport-Security=max-age=63072000; includeSubDomains, Cache-Control=no-cache,no-store,must-revalidate,max-age=-1, Set-Cookie=glide_session_store=C73F9E0E1B528E10A6760FA2CD4BCBD9; Max-Age=1800; Expires=Wed, 22-May-2024 18:02:31 GMT; Path=/; HttpOnly; secure; SameSite=None, X-Total-Count=1, Expires=0, Content-Type=application/json;charset=UTF-8}]], Returns => N/A
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$1: Arguments => RITM0216289, {"result":[{"state":"1"}]}
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$1: Arguments => RITM0216289, {"result":[{"state":"1"}]}, Returns => Check status response for RITM0216289: {"result":[{"state":"1"}]}
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$1: Arguments => RITM0216289, {"result":[{"state":"1"}]}
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$1: Arguments => RITM0216289, {"result":[{"state":"1"}]}, Returns => Check status response for RITM0216289: {"result":[{"state":"1"}]}
2024-05-22 10:32:31,127 DEBUG https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:319 - Check status response for RITM0216289: {"result":[{"state":"1"}]}
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$2: Arguments => RITM0216289, 1
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$2: Arguments => RITM0216289, 1, Returns => Ticket 'RITM0216289' has status '1' on IT Service Management system.
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$2: Arguments => RITM0216289, 1
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$2: Arguments => RITM0216289, 1, Returns => Ticket 'RITM0216289' has status '1' on IT Service Management system.
2024-05-22 10:32:31,127  INFO https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:357 - Ticket 'RITM0216289' has status '1' on IT Service Management system.
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering updateTicketsStatusToResult: Arguments => openconnector.Result@68d9d674, Queued, 1
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting updateTicketsStatusToResult: Arguments => openconnector.Result@68d9d674, Queued, 1, Returns => N/A
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$8: Arguments => 1,716,399,150,690
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$8: Arguments => 1,716,399,150,690, Returns => Check Status response time: 437ms.
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering lambda$checkStatus$8: Arguments => 1,716,399,150,690
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting lambda$checkStatus$8: Arguments => 1,716,399,150,690, Returns => Check Status response time: 437ms.
2024-05-22 10:32:31,127  INFO https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:398 - Check Status response time: 437ms.
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting checkStatus: Arguments => RITM0216289, Returns => openconnector.Result@68d9d674
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:97 - Entering close: Arguments => N/A
2024-05-22 10:32:31,127 TRACE https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:108 - Exiting close: Arguments => N/A, Returns => N/A
2024-05-22 10:32:31,127 DEBUG https-jsse-nio-443-exec-7073 openconnector.connector.servicedesk.ServiceDeskConnector:2359 - Returning object is : <?xml version='1.0' encoding='UTF-8'?>
<!DOCTYPE ProvisioningResult PUBLIC "sailpoint.dtd" "sailpoint.dtd">
<ProvisioningResult requestID="RITM0216289" status="queued"/>```
4

And just to confirm: you’re setting this value in the application you’re creating this ticket for, not IdentityIQforServiceDesk itself?

5

Hello @keenonhh,
The status is updated by a Business Process named ‘Check status of queued items’. The interval to retry the check status call, defaults to 1 hour. It is controlled by ‘provisioningStatusCheckInterval’ Process variable. Also the status check is invoked by OOTB Perform maintenance task. Please make sure ‘Process background workflow events’ is enabled on the task to allow status check of queued items.

Also please make sure you are not getting any error in the check status from integration.

6

Hi Corey,

That is the trace for the Check Status of queued items workflow. I wasn’t aware there was a trace value you could set on an application and could not find any examples of how this is done

7

Hi Bellamkonda,

I have modified the ‘provisioningStatusCheckInterval’ variable from 1 hour to 2 minutes but it still had no effect. I verified the ‘Process background workflow events’ box is checked on the Perform maintenance task as well. And I posted the trace of the initial run of check status and there are no errors.

8

What I meant was, where did you add/update the “provisioningStatusCheckInterval” entry? It should be set on the application which you’re creating the ticket for.

9

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