Catalog item not working as expected when called by 3rd party
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08-30-2024 09:36 AM - edited 08-30-2024 09:38 AM
Hi all
I have a catalog item which is called by a 3rd party (SOAR), when I use it from the portal it does not go through approval, but when the 3rd party calls it, it has an extra 'approval' step in. Please see the screenshots for clarity.
The second thing that does not work is when creating from the portal, it creates a REQ, RITM and SCTASK, but when called by the 3rd party it only creates a REQ and RITM. I think it might have something to do with the workflow. Also on the 3rd screenshot you will see that when logged through the portal it has a due date, but not when logged through the 3rd party.
Any suggestions?
Regards
Thereza
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08-30-2024 12:59 PM
Can you post workflow screenshot also
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09-02-2024 05:48 AM
This is what needs to happen:
When SOAR creates a request in ServiceNow it must create a task which is automatically assigned to the BST-DatabaseAdmin team, but the problem is when I log it from the portal a task is created (and auto assigned), but when logged by SOAR_Integration only a REQ and RITM is created. Both obviously uses the same workflow.
