Network Management

Cannot see fields or showing up as None for ServiceNow in the Orion Web Console

This article provides information about ServiceNow fields supported in the Orion Web Console and steps to resolve issues when users cannot see some ServiceNow fields or show up as None in the Orion Web Console while creating ServiceNow alerts.

First published date

10/12/2018 9:03 PM

Last published date

2/24/2023 4:48 AM

Overview

When defining an alert with the trigger action Create a ServiceNow instance, users cannot see some ServiceNow fields or showing up as None in the Orion Web Console as seen below:



This article provides information about ServiceNow fields supported in the Orion Web Console and steps to resolve issues when users cannot see some ServiceNow fields or show up as None in the Orion Web Console while creating ServiceNow alerts. Learn more about ServiceNow Integration here, How does the ServiceNow integration with the Orion Platform work?

 

Product section

Network Performance Monitor

Cause

ServiceNow fields are not displayed or showing up as None in the Orion Web Console in the following situations:

  • The field type is not supported
  • The field is disabled or read-only
  • You have customized your ServiceNow instance, and the ServiceNow integration in the Orion Platform cannot find the mapped fields
  • Permission issue on the ServiceNow account used on the instance as shown in the DEBUG logs for both SolarWinds Incident Services Integration (ESI) / Business Layer and ServiceNow System Logs

Resolution

To resolve the issue, check whether the field type is supported, whether active, not set to read-only, and not displayed under a customized name.

Is the field type supported? 

  1. Log in to ServiceNow and go to the configuration of the field. Check whether the field type is supported in Orion Platform.
    SUPPORTED SERVICENOW FIELD TYPEEXAMPLE
    choice 
    stringDescription
    referenceLocation
    journal_inputWork notes
    integerState, Impact
    html 
  2. If the field type is not supported, you can submit a feature request for adding the field type to the Orion Web Console.

 

Check the active and read_only attributes 

If the field type is supported, make sure that the field is active (active=true) and writable (read_only = false):

  1. Log in to ServiceNow and go to the configuration of the field.
  2. Make sure Active is selected.
  3. Make sure the Read-only attribute is cleared.

You can also verify these attributes in the debug logs:

  1. Collect debug logs for ServiceNow integration issues.
  2. Look for the field definition in the debug logs. The items for read_only and active attributes should look as follows: 
    {
         "column_label" : "Category",
         "read_only" : "false",
         "choice_field" : "",
         "name" : "incident",
         "sys_name" : "Category",
         "active" : "true",
         "dependent_on_field" : "",
         "choice_table" : "",
         "choice" : "1",
         "internal_type" :
         {
            "link" : "https ://xxx.service-now.com/api/now/table/sys_glide_object?name=string",
            "value" : "string"
         },
         "element" : "category",
         "max_length" : "40"
      },
    
 

Check fields you customized in ServiceNow 

Customization might cause fields to be displayed in the Orion Web Console with different labels or cause other issues. For example, suppose you have renamed fields used for specifying the responsible person or group (Assigned to or Assignment group you specify on the Configure Action screen) in ServiceNow. In that case, your alerts might not create the incidents in ServiceNow correctly.

Check the logs for ServiceNow permission/authentication issues

You can also verify these in the debug logs:

ESI.BusinessLayer.log (C:\ProgramData\SolarWinds\Logs\ESI) 
ERROR SolarWinds.ESI.BusinessLayer.Service.GenericErrorHandlingBehavior - EsiBusinessLayerService.ProcessOperation service - Unexpected 
error occurred. Error: ResponseURI = 'https://xxxxx.service-now.com/api/now/table/incident/32080563db4ed89017e59d67b9961955?
sysparm_fields=sys_id,number,impact,urgency,short_description,description,work_notes,close_notes,close_code,comments,state,cmdb_ci,cate
gory,subcategory,contact_type,correlation_display,correlation_id,sys_updated_on,sys_updated_by,assigned_to,assignment_group&sysparm_dis
play_value=all', StatusCode = '401', StatusDescription = 'Unauthorized' SN Message = 'User Not Authenticated', SN Detail = 'Required to 
provide Auth information'
  
ERROR SolarWinds.SNI.Integration.Detectors.IncidentStateDetector - SolarWinds.SNI.Client.SNClientException: ResponseURI = 
'https://xxxxx.service-now.com/api/now/table/x_sow_intapp_incident_event?
sysparm_fields=sys_id,incident_sys_id,instance_id,interactive,event_state,state,sys_updated_on&sysparm_query=instance_id=69170ca0-4dc1-
4553-a5b9-53a0c6ae2030^event_state=0&sysparm_limit=21', StatusCode = '401', StatusDescription = 'Unauthorized' SN Message = 'User Not 
Authenticated', SN Detail = 'Required to provide Auth information'
  
ERROR SolarWinds.SNI.Client.Web.ConnectionHelper - Invalid or missing remote credentials. System.Net.WebException: The remote server 
returned an error: (401) Unauthorized. ERROR SolarWinds.SNI.Integration.SniIntegrationPackage - Test connection failed with state: 
WrongCredentials, message: The remote server credentials are not valid. Verify that the username and password are correct., detail: 
System.Net.WebException: The remote server returned an error: (401) Unauthorized.

ServiceNow System Logs

 

Information Basic authentication failed for user: xxxxx *** Script guest Log Entry



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