Docusign webhook not returning status back to ServiceNow

[rishabh12]

Hi, 

I am facing an issue that when we trigger the docusign flow from servicenow, its sending the template for signature in DocuSign. After document is signed in docusign envelop status is not getting updated in servicenow.

Can anyone help on this?

Thanks,

Rishabh

[michaelj_sherid]

Hi @shanedavis the best option is submitting a support case to investigate. There could be a few things amiss, so support can help get you up to par.

[shanedavis]

Thank you.  I have had a ticket open for a while with Support so I will see what the result of that is.

[shanedavis]

@rishabh12  We have the DocuSign Spoke integration working except that DocuSign status won't return to ServiceNow.  In DocuSign, we changed from RESTv2.1 to Legacy and it still didn't work as it shows Wating on the step below.  Did you have to do anything to the configuration inside ServiceNow after you changed to Legacy? 

Thank you for any help in advance!

[Saurav Kumar3]

@shanedavis Any help from ServiceNow HI ticket in fixing this?

I seem to be stuck in the exact same problem as you, where the integration is set up and works perfectly up till sending the document out, and even re-attaching the signed document back to the HR Task, but the status on the envelope in table "sn_docusign_spoke_envelopes" never changes. This the flow waits forever.

Would appreciate any insight you could help with.

[shanedavis]

@Saurav Kumar3  Support hasn't helped, but I got it to work today.  We had to enable basic authentication within the DocuSign connect settings where our DocuSign SME had setup the connection to ServiceNow.  Your account will need access to update the Envelopes table records in ServiceNow.  Also, I added the DocuSign IP addresses here to our Adaptive Authentication, but I'm not sure that's helping; still need to test removing them and see if it continues to work.

We are testing with the OTB catalog item "Demonstrate Template - Send Job Offer to Candidate", but with a copy of its flow "Send employment offer to candidate using DocuSign template" because the OTB flow adds an Error Message for their Recipient ID instead of the correct pill value.

Once I get some more done, I hope to put the final solution on the Community for others.