Network Management

ServiceNow integration not working for non-admin role

ServiceNow integration only works for the admin role and not the for the non-admin users even when Web service access only and x_sow_intapp.integration_user roles are added to it. The data is returned in Pending mode.

First published date

10/30/2018 7:33 PM

Last published date

10/24/2025 9:04 PM

Overview

ServiceNow integration only works for the admin role and not the for the non-admin users even when Web service access only and x_sow_intapp.integration_user roles are added to it. The data is returned in Pending mode.

Product section

Network Performance Monitor

Cause

This issue can occur when there are missing roles for integration.

Resolution

  1. Verify that the Web service access only role is applied to the user.
  2. Verify that the x_sow_intapp.integration_user role is applied to the user.
  3. Verify that the integration_user role contains the import_transformer role.
  4. Verify that the user has access to the following tables in ServiceNow:
x_sow_intapp_incident_event
x_sow_intapp_incident_integration
incident
sys_transform_map
sys_import_set
sys_choice (read only)
sys_dictionary (read only)
sys_db_object (read only)
  1. Test if the integration is working for non-admin users.
  2. Verify that the Language is set on the account as this is being fetched after the integration to pull the SNow columns that are needed.