ServiceNow Ticket Creation Status: 400 error

[pkumar22 (P K)]

Hi

We created the SailPoint Governce connector and pulled data into IDN. We use the same URL to create a ServiceNow ticket, but it fails with the error message below.

sailpoint.connector.InvalidRequestException: [ InvalidRequestException ] [ Error details ] Invalid request received to IT Service Desk System. Status: 400, Output: {“error”:{“message”:“Requested URI does not represent any resource”,“detail”:null},“status”:“failure”}

below is log I can see in CCG.

Ticket creation failed. Request: {"items":[{"variables":{"additional_information":" Create Account on application Omnell [source] \n Add ACCESS: ARMACSTB-D-61|1|170|41|25|26 \n Add userId: A100002 \n Add user_name: VRMSLHSk, Workflowk \n ","requested_by contact_number(E.G. xxx-xxx-xxxx)":"999-999-9999","requested_by":"f96e0d50f19cfee3cc4bcb08","requested_for":"f96e61a50f19cfee3cc4bcb08","contact_number":"999-999-9999","entity":"Corporate"},"sysparm_id":"bec050830f2e134069ba563be1050e9b"}]}

[mcheek (Mark Cheek)]

Did you install the SailPoint for Service desk plugin on your servicenow instance?

Make sure the URI for the scripted rest endpoint on the servicenow tenant matches the service desk integration source on your IdN tenant

ServiceNow

IdentityNow

[mcheek (Mark Cheek)]

Follow up question- do you have those custom variables defined on the catalog item? It looks like you have one that looks like requested by contact number that doesn’t appear to follow ServiceNow variable naming convention, meaning there’s spaces and other special characters that aren’t allowed in a variable name

[pkumar22 (P K)]

I did changed the custom variables.

Can you provide me the steps how to go below location in SNOW.

I can see only below two items

[mcheek (Mark Cheek)]

If you’re missing that scripted rest endpoint, it means you need to install SailPoint for Service Desk on your ServiceNow instance