Network Management
ServiceNow incident forms are populated with null values
Incident forms in ServiceNow being populated with null values. When attempting to create incidents for ServiceNow, you may notice that fields being referenced on your incident form which are returning 'null' values. The following error message can be found in the Solarwinds Integration logs: User 'Solarwinds' doesn't have minimal required rights for the integration. See previous warnings for more information. You will need to check “Internal Integration User”
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Overview
Null values populate certain fields in Incident forms for ServiceNow. When this error occurs, users are unable to duplicate the account when Web Services Access Only option is selected for dedicated user accounts in SolarWinds. The API calls still work, but the Web Services access does not allow access to UI elements.
The following error is found in the SolarWinds Integration logs:
User 'Solarwinds' doesn't have minimal required rights for the integration. See previous warnings for more information.
The complete error shows as:
ERROR SolarWinds.SNI.Client.Web.ConnectionHelper - Error occurred during connection testing System.Net.WebException: The remote name could not be resolved: 'hostname.service-now.com' at System.Net.HttpWebRequest.GetResponse() at SolarWinds.SNI.Client.Web.ConnectionHelper.TestConnection(String url, ICredentials snCredentials, IWebProxy proxy) 2017-02-06 11:34:00,553 [21] ERROR SolarWinds.SNI.Client.Web.ConnectionHelper - User 'SOWAlert' doesn't have minimal required rights for the integration. See previous warnings for more information. 2017-02-06 11:34:59,584 [3] ERROR SolarWinds.SNI.Client.Web.ConnectionHelper - User 'SOWAlert' doesn't have minimal required rights for the integration. See previous warnings for more information. *** Assembly SolarWinds.ESI.Data, Version=1.0.0.1044, Culture=neutral, PublicKeyToken=null, .NET version v4.0.30319 *** *** Assembly SolarWinds.SNI.Data, Version=1.0.0.1044, Culture=neutral, PublicKeyToken=null, .NET version v4.0.30319 *** 2017-02-06 14:06:56,335 [54] ERROR SolarWinds.SNI.Client.Web.ConnectionHelper - Invalid or missing remote credentials. System.Net.WebException: The remote server returned an error: (401) Unauthorized. at System.Net.HttpWebRequest.GetResponse() at SolarWinds.SNI.Client.Web.ConnectionHelper.TestConnection(String url, ICredentials snCredentials, IWebProxy proxy)