ServiceNow Integration: The status of task sequences reverted back to "Pending" after "Close Complete"
Customers may observe the below:
Once a task sequence request is submitted to App Portal via ServiceNow, they received the acknowledgement of deployment initiation message, this changes the request status from open to "in progress/pending". However, after installation request is successful App portal updates ServiceNow state to "Close Complete" and within few seconds the state is changed to back to "Pending".
For task sequence, It is ServiceNow default mechanism to keep RITM state as pending, even one task state other than the closed completed.
Update the ITSM Operation in App Portal. Please follow the below steps:
1) Go to Site Management > Settings > ITSM Integration
2) Click on itsm systam "ServiceNow - External Communication Channel"
3) Edit the operation "On Success Install" (which makes a call to "ServiceNow_ecc_queue")
4) For State field, add the value as "closed_complete" and save the operation.