SAP Digital Access Data Not Populating in ServiceNow Production (SAM Pro Integration)

[Hari_ServiceNow]

Hi All,

We are facing an issue with the SAP-ServiceNow SAM Pro integration in our Production environment where SAP Digital Access data is not being populated in ServiceNow. As per the SAP-ServiceNow integration mapping, SAP Digital Access data should be retrieved from the SAP table /NOW/DIGITAL_ACC and loaded into the ServiceNow table samp_sap_digital_access.

Current Observations

Test Environment
- SAP Digital Access Data discovery returns records.
- Records are successfully populated in the samp_sap_digital_access table.

Production Environment
- SAP Digital Access Data discovery returns 0 records.
- No records are populated in the samp_sap_digital_access table.
- Other SAP data sets such as Users, Roles, Transactions, and License Measurements are being discovered and loaded successfully.

Troubleshooting Performed

- Verified MID Server connectivity.
- Confirmed other SAP SAM Pro data collectors are functioning as expected.
- Compared Test and Production discovery results.
- Validated the SAP-ServiceNow integration configuration on the ServiceNow side.

Questions

1. Are there any specific SAP roles or authorizations required to access the /NOW/DIGITAL_ACC table?
2. Has anyone encountered a scenario where all SAP data collectors work except SAP Digital Access?
3. Are there any Digital Access specific ABAP transports, SAP Notes, or configuration steps that should be validated in Production?
4. What SAP-side logs, traces, or authorization checks can be reviewed to determine why the Digital Access collector is returning zero records?

Any guidance, recommendations, or insights from anyone who has faced a similar issue would be greatly appreciated.

Thank you.

[dreinhardt]

Hi @Hari_ServiceNow,

please reach out to the SAP Base Admins and ask them to trace the two systems when triggering the SAP job refresh the data on SAP side. The admins should be aware to see any issue or difference between the two systems when the ABAP module is calling the /NOW/DIGITAL_ACC function on SAP side.

As the integration is working in your Test environment, could be a permission issue or security restrictions between Test/Prod. As said, ask the team to trace the connection, this always helped us to solve SAP issues.

Best, Dennis