ServiceNow Integration: The status of task sequences reverted back to "Pending" after "Close Complete"

ServiceNow Integration: The status of task sequences reverted back to "Pending" after "Close Complete"

Symptoms:

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".

Diagnosis:

For task sequence, It is ServiceNow default mechanism to keep RITM state as pending, even one task state other than the closed completed.

Solution:

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.

In01.png

In02.png

In03.png

Labels (2)
Was this article helpful? Yes No
No ratings
Version history
Revision #:
2 of 2
Last update:
‎Dec 24, 2020 08:52 PM
Updated by:
 
Contributors