“Could not retrieve element event_class with type reference internal_type.name… Cannot verify element metadata.” error in Aria Operations

Products

• VCF Operations/Automation (formerly VMware Aria Suite)

Issue/Introduction

When attempting to configure or validate the integration for the Management Pack for ServiceNow in VMware Aria Operations, the connection validation fails.

The following error message is observed during the configuration attempt:
“Could not retrieve element event_class with type reference internal_type.name… Cannot verify element metadata.”

Environment

Aria Operations 8.x

Cause

The ServiceNow user account utilized for the integration lacks the sufficient privileges required to read and retrieve element metadata, causing the connection validation check to be denied.

Resolution

• Identify the ServiceNow user account configured within the Service Now integration in Aria Operations.
• Log in to the target ServiceNow instance using a system administrator account.
• Modify the integration user's profile and assign the required roles and permissions.
• For the exact list of required roles and permissions, refer to the official documentation: System Requirements for ServiceNow.
• Return to the VMware Aria Operations interface and re-run the connection validation to confirm successful integration. Steps to validate connection in Aria Operations:

1. 1. In the left pane, click on Administration.
   2. Locate ServiceNow Integration.
   3. Click on Edit.
   4. Validate the connection.
   5. Save the changes.