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]

I think you may need to make a minor change on a BR that is written on incident table. Can you please share the script of that BR which is created on incident table by this application.

Compare your BR code with the below BR code:

I remember we made some change in this BR.

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

Thanks

[Rajat Singhal1]

Hi ,

Apart from line 27-28 there is no other changes on the BR.  Can you check in your BR what changes are done by comparing the update set.

[Mahendra RC]

Hello Rajat,

So did you tried by making this change in BR in line 27-28 to see if this fix the issue or not?

Thanks

[Ankur Bawiskar]

Hi,

Did you check the API user has valid Write access to update the table?

If yes then only the update will happen.

Please check the table level WRITE ACLs

Regards
Ankur