Solarwinds Integration - Incident Detail missing fields

Community Alums
Not applicable

‎08-29-2018 02:34 PM

Installed Solarwinds Alert Integration in SNOW.

https://support.solarwinds.com/Success_Center/Orion_Platform/Knowledgebase_Articles/How_to_Integrate_ServiceNow_with_the_Orion_Platform_-_Video

In the above url, #5 looks different for us. I don't see any incident fields under this section.

 

 

find_real_file.png

 

Does anyone know how to bring the Incident fields here?

Preview file
113 KB
Preview file
55 KB
0 Helpfuls
  • 973 Views
10 REPLIES 10

Michael Fry1
Kilo Patron

‎08-29-2018 02:54 PM

The fields show up after you connect to the instance. Are you connected to a SN instance? Does the SN user for Solarwinds have the right roles too?

0 Helpfuls

Community Alums
Not applicable
In response to Michael Fry1

‎08-29-2018 03:08 PM

Yes. It is connected to SN Test instance. SN user account for solarwinds are having "x_sow_intapp.integration_user" role and now because the incident fields are not showing up, I added ITIL role also to this account. Still not seeing the fields.

 

0 Helpfuls

Michael Fry1
Kilo Patron
In response to Community Alums

‎08-29-2018 03:12 PM

Make sure the user has these roles. They should be contained in the x_sow_intapp.integration_user role:

find_real_file.png

Preview file
47 KB
0 Helpfuls

Community Alums
Not applicable
In response to Michael Fry1

‎09-04-2018 08:53 AM

Yes. x_sow_intapp.integration_user contains all the above roles.

0 Helpfuls