ServiceNow Service Desk

Identity Security Cloud (ISC) ISC Discussion and Questions
1

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?

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2

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:

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3

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)

4

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 ?