ServiceNow Service Desk

Hey all, I’m working on configuring the service desk plugin for ServiceNow and we have it (mostly) working but this error on the IDN side is throwing me.

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":{"items":[{"trackingId":"redacted","ticketNumber":"RITM0000000"}]}}

Where I’m getting lost though is that RITM0000000 IS getting created on the ServiceNow side. Is it an issue with the status mappings most likely?

A couple sections above that, in the “Ticket Creation” section of the page, click the “View Advanced Properties” link. Make sure your mapping there is correct:

A second potential issue if you’re trying to track the RITM instead of the REQ numbers is to ensure you add the “track_ritm” configuration per these instructions: Create a Ticket (sailpoint.com)

1 Like

Hi @KevinHarrington,

Have you tested “track_ritm”, can you please explaning me how it works ?

Is possible to see all ritm numbers of REQ in tracking ?

This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.