ServiceNow Integration Issue


We are trying to integrate ServiceNow with our SolarWinds Orion Platform 2023.2.1. We have successfully followed all SolarWinds documentation, as in we have created the SN user, gave them the correct role (x_sow_intapp.integration_user), and confirmed the connection successfully in SW. 

When trying to add the Trigger Action of 'Create ServiceNow Incident' however, under Incident Detail there are no available properties to select. Furthermore, under State Management there no options to select under Reset State, Reopen State, Acknowledge State, or Close code. The only option given is "None". Please see the pictures below for reference.

We want to be able set these up correctly according to the documentation. 

Am I missing something here? Please let me know if there are any other actions I need to take to allow us to fill these fields out. 

Thank you.

  • I had a similar issue when integrating and it turned out for us that the snow service account didnt have a language set as per the case notes below:

    -We run the below API calls to see the permissions applied on the service account used by SolarWinds for SNow integration and if it returns the needed values for the incident state. https://{name of instance} https://{instance}^ORname=task^inactive=False^language=javascript:gs.getUser().getLanguage()&sysparm_fields=sys_id,name,element,value,label,dependent_value,language,inactive&sysparm_limit=50000 https://{instance}^ORname=task&sysparm_fields=element,sys_name,name,column_label,max_length,read_only,active,dependent_on_field,internal_type,choice_field,choice_table,choice -The 2nd API call does not return any value. The 2nd API call fetches the language used by the SNow service account and currently, it is set to none and that causes it not to return any values.
    -Upon defining the language on the service account used for SNow integration, it started to return values on the 2nd API call.
    -We tested adding again a SNow trigger action and incident states are now populating the data.

  • Thank you for the insight. How would I set the language set?

  • No idea haha.... I am just the Solarwinds admin at the site. Maybe Product Documentation | ServiceNow

  • I tried this and it did not work for me 

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