Triggering of new SNOW tikcets(via SDIM) after "MaxStatusCheckDays" is reached

[kartheek_gopu (Kartheek Reddy Gopu)]

Hello Experts,

From our SailPoint IDNow tenant, we are triggering tickets to ServiceNow via SDIM for provisioning various requests pertaining to disconnected applications.
In general, upon triggering a ticket to SNOW, we expect the application administrator to take the required action and close the ticket.
However, SailPoint keeps checking the status for a prefixed set of days(max status check days set via API) after which it is opening a new ticket if the 1st ticket is not closed.

As an example, a ticket 1 has been opened by SailPoint in SNOW. After the max status check days of say 2 days, SailPoint is opening 2nd tikcet if the 1st ticket is not closed.
Upon regular intervals, we observed that there are multiple SNOW tickets getting triggered.

Even though, the application administrator has closed one of the tickets and the requested role is provisioned to the user, SailPoint is continuously triggering new tickets after max status check days.
We dont want this kind of multiple SNOW tickets getting opened by SailPoint after atleast 1 ticket has been closed(i.e, the user has been provisioned with the requested role).

As an example, please refer to screenshot “MaxStatusCheckDays” wherein we have set the max status check days of 2 days for the tickets.
Also, please refer to screenshot “SNOW Tickets-07262024” wherein we see that even after the ticket is closed, a new ticket is triggered by SailPoint.

Await your opinion to understand the root cause of the issue and the solution to fix this.

Thanks,
Kartheek

[nikhleshsdg (Nikhlesh Sheoran)]

HI @kartheek_gopu,

Is this happening to all the tickets? Can you check the status mapping in SDIM configuration?

Thanks.

[kartheek_gopu (Kartheek Reddy Gopu)]

Hi,

Attached is the status mapping that we are using.
We observed that new tickets are getting triggered for all the open tickets(w.r.t access requests) after the duration of max status check days was reached.

[nikhleshsdg (Nikhlesh Sheoran)]

I can see status of all the Request in SNOW is Pending Approval. Any approval process configured for these tickets in SNOW?

[kartheek_gopu (Kartheek Reddy Gopu)]

Hi Nikhlesh,
You can see that one of the Request(REQ0026392, created on 07/19/2024) State is updated to “Closed Complete”. Even after closing this REQ0026392 and the user getting provisioned with the required role, a new ticket(REQ0026640, created on 07/25/2024) got opened due to some of the old open tickets(REQ0026125 etc).