Hi @Suraj biswal,
Thanks for walking through each of the questions. From my understanding of the SolarWinds configurations, the Alert is triggered and ServiceNow creates the Incident/sets fields and data.
Here are a couple of additional findings from how we have our ServiceNow configurations set:
For the ServiceNow User Account, we set 'Web Service Access Only' to False. Along with that User update, and the inclusion of the SolarWinds role, we granted the following Roles:
- cmdb_read
- import_set_loader
- personalize_choices
- personalize_dictionary
- rest_service
- soap_query
Then, in reviewing the SolarWinds configurations on the ServiceNow side:
- Go to 'SolarWinds Alert Integration > Configuration > Incident Reference Fields Definitions'
- Confirm there are three entries:
- Reference Field 'user_name' / Reference Table 'User sys_user' / Priority '100'
- Reference Field 'name' / Reference Table 'Group sys_user_group' / Priority '100'
- Reference Field 'name' / Reference Table 'Configuration Item cmdb_ci' / Priority '100'
- Then go to 'SolarWinds Alert Integration > Configuration > Incident Field Redirections'
- Confirm there is 1 entry:
- Table 'incident' / Source Field 'incident_state' / Target Field 'state'
