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Servicenow Impact & Urgency fields does not populate.

Hi Team,

Recently we integrated Solarwinds with Servicenow. It was successful and got connected. However when we try to create a Service now alert action, the Urgency & Impact drop down does not display any values.

Service Now Version - London

NPM 12.4

Need some inputs to troubleshoot this. Have raised a support ticket but so far not going anywhere.

  • We are facing the same issue. Did you get any resolution for the issue?

    We are going in ServiceNow version Madrid.

  • Actually we got this resolved yesterday. I will still add the resolution to here, to be visible for others.

    In ServiceNow Incident form we use 'Impact' and 'Urgency' values, which are maintained in Task table. However SolarWinds uses the values which should be found from Incident-table.

    We copied the same choice values to incident table and we got the selections to SolarWinds.