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:
- Added Track RITM Field:
- Name: track_ritm
- Value: true
- 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.