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Syncronization Error between SNSC and Automic


Article ID: 84840


Updated On:


CA Automic Workload Automation - Automation Engine


Error Message :
[SaraConsumerImportSet] Error when logging message for tracker: ConversionError: The undefined value has no properties

When attempting to synchronize ServiceNow Service Catalog (SNSC) and Automic the above error is displayed but the service synchronization is still performed successfully.



Cause type:
Root Cause: Error when logging message for tracker when SaraAutoSync is executed.


OS Version: N/A


Update to a fix version listed below or a newer version if available.

Fix Status: Released

Fix Version(s):
SNSC 2.1.0 - Available
SNSC 2.0.1 - Available

Additional Information

Workaround :
If the services synchronization is not successful, ensure that the configuration for OAuth and SAPI are correct by verifying the following items.
  • Make sure that all Automation Engine (AE) workflows or links to workflows stored in a sub-folder of SERVICES (SARA root folder configured in sapiConfig.xml (i.e. SERVICES/DEPLOY)). It does not support workflows stored directly in SERVICES and does not support nested sub-folders.  Only 1 layer is supported.
SAPI can look up workflows in the SERVICES folder but SNSC cannot import workflows without the folder (service catalog).  See the following documentation for more information.

Automic Service Orchestration 12.0 SNSC – Integration Guide 2.0
Service Management > Importing Services to ServiceNow
  • Recheck the permissions of the technical user.  Refer the documentation referenced below.
Automic Service Orchestration 12.0 SNSC – Integration Guide 2.0
Installation and Configuration > Configuration of OAuth > OAuth Password Exit with AE