Darshan Hiranandani : How can I troubleshoot attachment synchronization problems in remote tasks?

darshanhiranand
Giga Contributor

‎08-08-2024 01:02 AM

Hi Team,

I'm Darshan Hiranandani, I've configured the Service Bridge Provider and consumer setup in our ServiceNow environments for handling Incidents, but we’re encountering an issue with attachment synchronization. Here’s the situation:

  • When an attachment is added to an Incident, the system correctly adds the attachment to the Remote Task in the consumer instance and sends an outbound call to the provider instance.
  • In the provider instance, we can see the record in the Transport Queue table with the status set to "Processed."
  • However, the attachments are not appearing in the Remote Task within the provider instance.

Could anyone provide suggestions or insights on how to resolve this issue? Any advice on troubleshooting or configuration adjustments would be greatly appreciated.

Thanks,
Darshan Hiranandani

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Phillip Godwin
ServiceNow Employee
ServiceNow Employee

‎08-08-2024 05:01 AM

Hi Darshan - here's a KB that may help.   https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1635421

 

If this doesn't help resolve your problem then I'd suggest  putting a case in so our support teams can take a look.

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