Error Encountered When Configuring ServiceNow Integration Instance in Aria Operations
Article ID: 425514
Updated On:
Products
Issue/Introduction
Administrators may encounter an error message when attempting to add or configure a new ServiceNow adapter instance within the VMware Aria Operations user interface.
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The operation fails during the configuration or connection test phase.
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The system indicates a failure to retrieve metadata from the ServiceNow instance.
Following error is encountered when trying to add a ServiceNow account in Aria operations UI:
Environment
VMware Aria Operations 8.18.x
Cause
This issue occurs when the Aria Operations integration attempts to query ServiceNow IT Operations Management (ITOM) services to retrieve metadata.
The integration is designed to map Aria Operations alerts to ServiceNow Events by default. This specific mapping requires an active license for the ServiceNow ITOM module. If ITOM is unlicensed or inactive on the target ServiceNow instance, the API query fails, preventing the adapter from saving the configuration.
Resolution
To resolve this issue, adjust the integration configuration to match the licensing capabilities of the ServiceNow instance.
Option 1: Utilize Alternative Mapping (Recommended for Non-ITOM Instances) If the ServiceNow ITOM module is not available, configure the integration to map data to Incidents rather than Events.
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Navigate to the Data Sources > Integrations tab in Aria Operations.
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Add or Edit the ServiceNow adapter instance.
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Locate the mapping configuration setting.
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Change the selection from Events to Incidents.
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Save and test the connection.
Option 2: Enable ServiceNow ITOM If the intention is to utilize Event Management, the ServiceNow ITOM module is a strict requirement.
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Please engage the ServiceNow vendor or account representative to verify the status of the ITOM license and enable the module if necessary.
Additional Information
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