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Home > Success Center > Network Performance Monitor (NPM) > Cannot see fields for ServiceNow in the Orion Web Console

Cannot see fields for ServiceNow in the Orion Web Console

Created by Magdalena.Markova, last modified by Magdalena.Markova on May 31, 2017

Views: 192 Votes: 0 Revisions: 17

Overview

When defining an alert with the trigger action Create a SeviceNow instance, users cannot see some ServiceNow fields in the Orion Web Console.

Environment

  • Orion Platform 2016.1 and later, such as NPM 12.0

Cause

ServiceNow fields are not displayed 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

 

Resolution

To resolve the issue, check whether the field type is supported, whether it is active and not set to read-only, and that does not display 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 type Example
    choice  
    string Description
    reference Location
    journal_input Work notes
    integer State, 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.
  2. Look for the field definition in the debug logs. The items for read_only and active atributes 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

A customization might cause fields to be displayed in the Orion Web Console with different labels or cause other issues.

For example, if 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, your alerts might not create the incidents in ServiceNow correctly.

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