SolarWind Integration: Do we need to add x_sow_intapp.integration_user role to all ITIL users for back sync between Incident and Incident event table?

[Rajat Singhal1]

Solarwind uses REST API call to ServiceNow Incident Event table to get the state value of Incidents. However Incident Event table is not getting updated when a technican with only ITIL user role is changing the state of Incident.

if we add the role x_sow_intapp.integration_user  to the technician user profile then back sync is working between incident and incident event table.

Does that mean we have to add x_sow_intapp.integration_user role to all the ITIL users? Does anyone know if this is the best practise?

[Mahendra RC]

Hello Rajat,

I don't believe you need to provide x_sow_intapp.integration_user role to all the ITIL user. I had worked in past on Solarwind and ServiceNow integration using the Solarwind scoped application and we did not provide x_sow_intapp.integration_user role to ITIL users. You need to provide x_sow_intapp.integration_user role to the user that you will use in this integration and you need configure on that user details in Solarwind monitoring tool.

Please mark this helpful/correct, if it answer your question.

Thanks

[Rajat Singhal1]

Hi Mahendra,

When a user with ITIL account cancel any incident how Solarwind acknowledge it?

Regards

Rajar

[Mahendra RC]

Hello Rajat,

Once the Incident is updated in ServiceNow by ITIL user the a new record is inserted in a table (I don't remember the table name) but there should be 2 tables in this scoped application. 1 table will receive the event data coming from Solarwind tool and then the Incident will be created in ServiceNow. I think this table is called Incident Event

There is another table (you can see find that in left navigation if you type solarwind again I don't remember the table name but I think it is something like "Incident Integration"). So once the Incident record is updated by ITIL user a new record will be created in this second table. This table will have the Sys ID of the incident record that is updated. Now Solarwind will trigger GET method and will query this second table to see if there is any record in this table. If solarwind finds any record in this table then the Solarwind will get the sys_id of the incident record that is updated. Now again Solarwind will use the Sys ID and again trigger the GET API to get all the field data from Incident table for the updated Incident.

So every time Solarwind is making the call to ServiceNow to fetch the data.

Please mark this helpful/correct, if it answer your question.

Thanks

[Rajat Singhal1]

Hi Mahendra,

I checked the incident integration table too, when ITIL user is updating the state of any incident ,no update is being done on either of the table(Incident Integration/Incident Event).

Moreover SolarWind is doing the RestApi call on incident event table to fetch the details of the incident data. 

Thanks