ServiceNow Incident Details Blank when adding new Alert Action in Solarwind.

[Suraj biswal]

Above Error getting could you please anyone help me to find the root cause?

[Josh Pirozzi]

Hi @Suraj biswal,

Do you have a sys_user account in your ServiceNow Instance? We needed to configure one and apply the Role 'x_sow_intapp.integration_user' that came through for us when installing the Solarwinds Spoke.

Thanks,

Josh

[Suraj biswal]

Yes i have created that user and assigned this role'x_sow_intapp.integration_user.

[Josh Pirozzi]

Hi @Suraj biswal,

I connected with my SolarWinds Admin, and he provided the following:

It sounds like they don't have the integration instance installed, configured, or enabled. It could lead back to permission issues as well. I would:
1. Verify that the plug-in from the ServiceNow store is installed.
2. In SolarWinds, go to Settings > All Setting > Manage Alert Integration Instances and verify that the instance is configured and the status is "up".
3. In the step before the first screenshot, you need to select an instance. Did they?

[Suraj biswal]

Hi Josh,

We have followed the below process:

Configured at the ServiceNow End:
-->Installed and configured the SolarWinds Alert Integration application in ServiceNow
-->After downloaded the SolarWinds Alert Integration application from the ServiceNow store, deployed the application in ServiceNow. 

--> Created a ServiceNow integration user with Web service access only .
--> Edited the newly created user, and added the x_sow_intapp.integration_user role to the role list.

Configuratione done at the Solarwinds End:
-->In the Orion Web Console, clicked Settings > All Settings.
-->In the Alerts & Reports group, clicked ServiceNow Instances.

-->Entered a name and the URL for the ServiceNow instance.
• Entered the ServiceNow credentials created for the Integration user:
1. Username: The user name of the account that is configured for the SolarWinds integration role.
2. Password : The password associated to the account

-->Tested the connection to our ServiceNow instance and connection is successful.

when they want to create incident from solarwind side they are getting the error and incident details are showing blanks.

 Thanks,

Suraj Biswal