Hello team,
We are experiencing a problem regarding ticket duplication within ServiceNow.
We are using Role to create accounts/tickets within the disconnected system.
After assigning the Role to the identity, the ticket is opened and remains in Pending status until someone finalizes it in ServiceNow. However, when a refresh occurs in the tenant, the ticket is duplicated.
Have you ever seen anything similar?
Yes, it happens sometimes when we aggregate/refresh the identity too soon. If IDN doesn’t wait long enough for it to get the Pending ticket status, the system thinks the ticket isn’t there and tries to create another one. This is also documented as an issue in the Troubleshooting section of the Integration.
Additionally, also check the value of provisioningStatusCheckIntervalMinutes configuration in your tenant, default is 30 minutes. If you’re seeing the issue frequently try to lower the interval and monitor.
The duplication of the ticket usually happens the next day when the aggregation of the authoritative source happens again.
Do you have any palliative ideas to prevent duplication from occurring? I understand that it is in the Problem Center and we will wait for the correction.
The issue i mentioned usually occurs within minutes of creating the first ticket.
If it’s happening on the next day in your case, there seems to be something wrong. I think you should verify your setup and also work with Sailpoint support to get this resolved for you.
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