Docusign Spoke Integration

[Joel Donaldson]

I have a customer who is having issues with the Docusign Integration Spoke failing to attach the signed document to the HR case. 

Steps to reproduce

1) The customer updates HR record for approval. This triggers an email that is sent to the end user that contains a link to the docusign document to be signed.

2) The customer accesses the email link and signs the doc on the docusign side.

3) Once they click on the finish, we can see the document in the logs with the glide.rest.debug turned on.

However, the signed doc never attaches to the HR case. 

Verified the Webhook is set up correctly and we can see the document in the logs.

Note: There have been previous customizations that have been done and not documented. So now we are having to try to figure out where this went wrong. 

[JamesEcoStratus]

Hello Joel,

Let me see if I can help us break this down and start with some investigation. Could you provide details and insights related to the following steps:

• Review Customizations:
• If there have been any previous customizations made without documentation, these could influence the integration process. Please share details about these customizations or specify particular areas that underwent modification.
• Examine Webhook Configuration:
• Despite your assurance about the correct Webhook setup, a more in-depth examination is essential. Is the Webhook configured to handle Docusign callbacks effectively, including the necessary information for linking the signed document to the corresponding HR case?
• Check Attachment Logic:
• To investigate the attachment issue further, we'll need to look into the logic responsible for attaching the signed document to the HR case. Could you provide insights into the scripts, business rules, or workflows involved in this process? Additionally, please highlight any conditions that might be preventing the attachment.
• Glide REST Debug Logs:
• Your mention of the signed document being visible in logs with glide.rest.debug enabled is crucial. To gain deeper insights, please review these logs for any error messages or anomalies that might explain the attachment issue.
• DocuSign Integration Troubleshooting:
• To focus our troubleshooting efforts, could you provide specific actions and subflows related to attaching documents, such as "Attach DocuSign Document to ServiceNow Record" and "Attach DocuSign Envelope To ServiceNow Record." Are these actions triggered appropriately in the flow and configured correctly?
• Envelope Status Verification:
• I think verifying the status of DocuSign envelopes post-signing is crucial. Please confirm that the status accurately reflects the completion of the signing process. Any delays or errors in this status may impact the attachment process.
• Collaborate with DocuSign Support:
• Please provide insights into any collaboration with DocuSign support to ensure the webhook callbacks and envelope updates function as expected. Additionally, it would be valuable to confirm that the Docusign integration is configured correctly on their end.

Also, I would like to ask if you have created a High-Intensity (HI) Support case within ServiceNow.

If you have any additional details, error messages, or specific logs related to the issue, these will be particularly helpful in the investigation. 

Best regards,

James

If you find this response helpful, please mark the question as solved or give it a thumbs up. Your feedback is appreciated!