Integration Issue

[Sudiksha Misra]

Hi, 

We have this one integration between SolarWinds and Service Now, and it was working fine until, all of a sudden the scoped application got changed from - 'Solar Winds Integration' to - 'Global' (found it in logs since the integration stopped working)

I am unable to decipher the cause, could someone please advise/suggest.

Regards, 

Sudiksha Misra 

[Jitendra Diwak1]

Hi @Sudiksha Misra,

Please verify these step:

When an integration between SolarWinds and ServiceNow stops working due to a change in the application scope from "SolarWinds Integration" to "Global," it can disrupt the functionality of the integration. Here's a breakdown of what might have happened and how to address the issue:

### Possible Causes:

1. **Configuration Changes**: Someone may have inadvertently modified the application scope in ServiceNow. This can happen during updates, migrations, or manual configuration changes.

2. **Script or Code Changes**: If there were recent changes to the scripts or business rules associated with the integration, they might have altered the scope settings.

3. **Deployment Issues**: If you recently deployed new features or made updates, those changes could have impacted the integration's scope.

4. **Updates to ServiceNow**: Sometimes, ServiceNow updates may affect application scopes, especially if custom applications are involved.

### Steps to Troubleshoot and Fix:

1. **Check Logs**: Review the system logs in ServiceNow to identify any specific error messages or events leading up to the scope change.

2. **Verify Application Settings**:
- Navigate to the **System Applications** > **Applications** module and check the configuration of the "SolarWinds Integration" application.
- Ensure that the application is set to the correct scope.

3. **Rollback Changes**: If the scope change was due to a recent update or deployment, consider rolling back to a previous version of the application if backups are available.

4. **Review Scripts and Business Rules**: Examine any scripts, business rules, or scheduled jobs that might have modified the application scope. Check for references that may have been incorrectly pointed to the "Global" scope.

5. **Reconfigure Integration**: If needed, re-establish the integration settings and credentials. Make sure that the integration points are correctly referencing the "SolarWinds Integration" scope.

6. **Consult Documentation**: Refer to the documentation for both SolarWinds and ServiceNow to ensure that all integration requirements and configurations are met.

7. **Testing**: After making adjustments, thoroughly test the integration to ensure it functions as expected.

### Preventive Measures:

- **Change Management**: Implement a change management process to track modifications in configurations and scripts, ensuring that changes are reviewed before being applied.
- **Documentation**: Keep detailed documentation of integration settings and changes, which can help troubleshoot issues more quickly in the future.
- **Monitoring**: Set up monitoring alerts for any critical integrations to detect issues early.

If the issue persists after these steps, it may be helpful to reach out to ServiceNow support or consult with a ServiceNow administrator who can provide further insights into your specific instance.

Please accept my resolution if it helps you and thumps up.

Thanks

Jitendra

[Sudiksha Misra]

Thank you so much !
I will bear these in mind 🙂