ServiceNow Integration - Is serviceNow version Orlando supported in SOI 4.2?

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

When trying to add an instance of the SOI serviceNow connector to our install of serviceNow, we are getting an error:

2020-12-04 16:49:28.216 [ERROR] (XXXXXXXXXXXX) com.ca.usm.ucf.servicenow.ServiceNowConnector  - Error invoking web service 'insert' operation for table 'incident'.  Retrying 1/3 ...

com.sun.xml.internal.ws.fault.ServerSOAPFaultException: Client received SOAP Fault from server: com.glide.processors.soap.SOAPProcessingException: Insert Aborted : Data Policy Exception:

            The following fields are mandatory: Service, Configuration item Please see the server log to find more detail regarding exact cause of the failure.

Environment

SOI 4.2

Cause

Compatibility

Resolution

ServiceNow connector 4.6.3 currently supports:

• ServiceNow Tokyo
• ServiceNow Utah
• ServiceNow Vancouver

Be sure to upgrade your connector to support these versions.

Additional Information

SOI Connectors IFW Compatibility Matrix