ITSM catalog drop down fields are not loading when logged in as Administrator
Article ID: 399067
Updated On:
Products
Issue/Introduction
- Form drop down fields are not populated open catalogue request with an Administrator account
- the same form is loading fine for a normal user account
Environment
Aria Automation ITSM plugin
Resolution
Please review each component involved to identify the possible cause of the issue, as recommended:
1.Make sure the users has 'admin' role instead of 'read-only admin' role with full rights. According to the ServiceNow support team, users with the 'read-only admin' role are restricted from making outbound calls from ServiceNow, as access is limited for many tables.
2. Login with the same Account to Aria Automation and validate the same Form does display the dropdown field content correctly or not. If not then the issue is with the Custom Form in Aria Automation.
3.Review the field in the Custom Form Editor in Aria Automation to identify the Aria Automation Orchestrator Action name which is configured in "Values > External source"
4.Use the Action name to tail the Aria Automation Orchestrator logs to see if the Action has been triggered or not, to do so:
a. Open a shell (SSH) session to one of the Aria Automation Orchestrator nodes, when using embedded Orchestrator then connect to Aria Automation
b. Use the below command to tail the logs for the Aria Automation Orchestrator service, replace ActionName with the name of the Action:
vracli logs --service vco-app -f | grep -i ActionNamec. Reproduce the issue in ITSM while watching the logs. If there is no logging then continue with next steps otherwise please review the logs for the Action execution.
5.Review the ITSM MID server logs using the Action name to see if the call has been sent to Aria Automation. If there is no logging please then please review the MID server configuration and ITSM plugin setup including permissions.
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