Security Incident Table Access via Service Account

[Community Alums]

We have a managed service provider looking to use an external tool called ConnectAll to sync security incidents between their Jira system and our ServiceNow instance.  I have set up a service account in the instance and provided the appropriate access to the sn_si_incident table, but when we are trying to test the connection from the external tool, it shows an error that indicates that the tool cannot see the sn_si_incident table at all.  I think this might just be an issue with the configuration within that ConnectAll tool, but I thought I would post here in case anybody has any other ideas on what could be causing this table to be invisible to external APIs.

I have tried assigning a variety of roles to the service account, including sn_si.basic, sn_si.analyst, sn_si.external, and sn_si.integration_user.  The checkbox on the table for "Allow access via web service" is checked, and it is accessible from all application scopes.  I figure that means that it shouldn't matter if the API calls come from the Global scope, but am I wrong about that?  I don't have too much experience with cross-scope access.  Are there any other things I should be checking that could be completely blocking access to the sn_si_incident table?  I don't believe it is an ACL issue at this point but any feedback is appreciated!

[Aoife]

I had this same issue with ConnectAll.  Looks like you tried what worked for me.  I may even have added the security_admin or admin role, I cannot recall off hand.  In the end I was not happy with ConnectAll, but I was trying to do things it just wasn't meant to do.  It works great for simple integrations.  There is a Jira Spoke in ServiceNow that I switched to and it worked like a champ.  Of course, that requires some flows to be built but they were pretty simple flows.

Aoife

[Dhiren Notani]

Hi @Community Alums ,

I am Dhiren Notani, one of the Pre-Sales Engineer working at Exalate.

I see that you are looking for an integration solution which can help you synchronize information back and forth between ServiceNow and Jira.

You can also look at Exalate to synchronize incidents/problems/tasks any table information between SNow and Jira. It is a completely decentralized platform so you are always in control of all the information that you are sharing and receiving.

With the script mode in Exalate you get ultimate flexibility and limitless customization.

If you would like to see a customized demo of the product, please book a slot.

Cheers