Error creating a ticket setup with service now

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

• Response Body
• <?xml version="1.0" encoding="UTF-8" standalone="yes"?>
• <Error xmlns="http://ns.ca.com/2013/06/sm-normalization">
•       <ErrorCode>164</ErrorCode>
•       <ErrorMessage>
•     Internal Error: Can not deserialize instance of java.util.ArrayList out of START_OBJECT token
•    at [Source: org.glassfish.jersey.message.internal.ReaderInterceptorExecutor$UnCloseableInputStream@4386fd35; line: 7, column: 28] (through reference chain: com.ca.integration.normalization.model.Incident[&quot;attachment&quot;])</ErrorMessage>
•       <HTTPResponseCode>INTERNAL_SERVER_ERROR</HTTPResponseCode>
•       <HTTPResponseCodeValue>500</HTTPResponseCodeValue>

Environment

Release : 4.2

Component :

Resolution

The problem seem to be with the ServiceNow user not having the properly permission.

The ServiceNow user needs the following
The user should be able to communicate with ServiceNow web services with Required role = "soap", and be able to query, create, update, and delete records on all tables, as well as execute scripts.