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The EIC administrator has a requirement for integrating EIC with ServiceNow as a ticketing system, where end users should be able to check the status of associated tickets in ServiceNow from EIC. What option can the administrator utilize to fulfill this requirement?
In Saviynt EIC integration with ServiceNow as a ticketing system (ITSM), various JSON configurations are used to define how tickets are created, updated, and tracked. To enable users tocheck the status of tickets from EIC, the correct configuration isTICKETSTATUSJSON.
TICKETSTATUSJSONis specifically used to define how Saviynt retrieves the current status of a ticket from ServiceNow. It maps the API response fields from ServiceNow (such as state, status, or resolution) to Saviynt fields, allowing the system to display real-time ticket status within the EIC interface.
Option A (SYNCTICKETSTATUSJSON) is typically used for synchronization jobs that update ticket statuses in bulk, not for direct user-level status retrieval. Option B (CREATETICKETJSON) is used only for ticket creation, defining how requests are sent to ServiceNow. Option D is incorrect because Saviynt does support ticket status tracking through proper integration configuration.
Thus,TICKETSTATUSJSONis the correct option to enable visibility of ticket status within Saviynt EIC.