Sync Individual RITM Status in IdentityNow Without Waiting for All RITMs to Close

[amishra25 (Ajeet Mishra)]

Hi Experts,

I am working on integrating SailPoint IdentityNow with ServiceNow Service Desk Integration Module (SDIM) and need help with a specific requirement. In our setup, one REQ (Request) can have multiple RITMs (Requested Items). I want to sync the status to IdentityNow as soon as any RITM is closed, without waiting for all RITMs under the REQ to be closed. Currently, the status only syncs to IdentityNow when all RITMs associated with a REQ are closed.

What I have Tried

To address this, I made the following configurations in IdentityNow:

1. Added Track RITM Field:

• Name: track_ritm
• Value: true

2. Updated Response Element:

• In the “View Advanced Properties” section of Ticket Creation, I set the Response Element to $.result.items.

Issue

Despite these changes, when I raise a request, it fails with the following error:

Provisioning
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":[]}}

When i am removing above two configurations, REQ is getting raised.

[Louise22 (Louise Rogerson)]

Hi Ajeet, did you end up finding a solution? We’d like to do the same thing.

[udayputta]

hi Ajeet, Louise,

Instead of tracking the default REQ if you want to track RITM there are multiple configs to be done as per the doc.

1. Add Field in the section Ticket Creation. Select “Single Value” as the field type and then enter the below value for name and value
   Name =track_ritm

   Value =true
   You can find the info in this link

2. Next in the advanced properties you have to add response element for RITM as $.result.items
   Reference

3. Next you have to also update status mapping as per the values mentioned in this link