Network Management

ServiceNow Integration: Incident Details and Properties are Blank and "fields request has absent data" due to missing ACLs in sys_dictionary and sys_glide_object

This article discusses an issue when creating a ServiceNow Incident via SolarWinds integration, the “Incident Details” and “Properties” sections appear blank. The ServiceNow integration test reports a verified connection, but the message “Fields request has absent data” appears. The ESI Business Layer logs indicate missing field data such as 'internal_type', etc. This issue occurs because the ServiceNow integration account lacks proper Access Control List (ACL) permissions for the sys_dictionary and sys_glide_object tables.

First published date

11/10/2025 3:38 PM

Last published date

11/10/2025 6:03 PM

Overview

When creating a ServiceNow Incident via SolarWinds integration, the “Incident Details” and “Properties” sections appear blank.

The ServiceNow integration test reports a verified connection, but the message “Fields request has absent data” appears. 

 

This issue occurs because the ServiceNow integration account lacks proper Access Control List (ACL) permissions for the sys_dictionary and sys_glide_object tables.

Field data is absent 'internal_type', 'sys_id'=RPT Containment Time.
Please check ACL(access control list) for All fields in “sys_dictionary”, “sys_glide_object” table for “personalize_dictionary” role.

Product section

Network Performance Monitor

Cause

The integration user  does not have adequate read permissions on the sys_dictionary and sys_glide_object tables. Specifically, the missing ACL rules prevent access to internal field definitions

Resolution

Step 1: Elevate privileges.

  1. Log in to ServiceNow as an admin user.

  2. Please Elevate roles to include security_admin.

Step 2: Configure ACL for sys_dictionary.

  1. Please try to configure ACL (access control list) for “sys_dictionary” table - "internal_type"(or other) field is missing 

  2. Adding of ACL for All fields or "internal_type"(Type) field in “sys_dictionary” table for “x_sow_intapp.integration_user“ role:

Step 3: Configure ACL for sys_glide_object table and all fields in it for “x_sow_intapp.integration_user“ role.

  1. Add an ACL for "sys_glide_object" table and all fields in it for “x_sow_intapp.integration_user“ role.

 

Step 4: Revalidate if the issue has been resolved.

       1. In SolarWinds, open the ServiceNow integration settings.

       2. Re-enter credentials and click Test Connection.

       3. Open the “Create ServiceNow Incident” action again. The Incident Details and Properties should now populate correctly.