SNOW Integration - Changing state in ServiceNow is not reflected in SolarWinds

Gdhanoa

Hi, 

We are currently deploying SolarWinds in our environment, but we are facing some issues. Despite seeking support, we are still experiencing problems where acknowledging or assigning incidents in ServiceNow, or changing their state to resolved, does not get reflected back in SolarWinds. To provide a clearer picture, I will give an example where the state is changed to 'in progress'. I have also tested this with the 'resolved' state, and additionally, the assigned user is not being reflected.

Example:

1. In ServiceNow, an incident with the number INC0010034 is created and assigned to User A.

2. The incident is acknowledged in ServiceNow and the state is changed to 'in progress'.

3. However, in SolarWinds, the incident still shows as unacknowledged and the status remains 'New'.

4. Additionally, the assigned user in SNOW is not displayed here.

If anyone has been able to resolve such an issue, your help would be very greatly appreciated:)

donrobert5

What you are asking is outlined on the article below.  When you acknowledge the alert, the incident only changes to the defined acknowledge state when the incident has not been touched yet. This means that the incident is in the state defined in incident detail of the alert action.

https://documentation.solarwinds.com/en/success_center/orionplatform/content/core-servicenow-faqs.htm

Additionally, check on the thwack link below.  It might not be the exact problem but it will give you an idea about your issue.

https://thwack.solarwinds.com/products/network-performance-monitor-npm/f/forum/37263/servicenow-incident-creation-reopens-ticket

Lastly, the logs you are looking for regarding Service now integration is 

C:\ProgramData\Solarwinds\Logs\ESI