ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

ASO SNOW import of Automic Objects with Automic Import Services creates multiple entries in SNOW

book

Article ID: 88203

calendar_today

Updated On:

Products

CA Automic Workload Automation - Automation Engine

Issue/Introduction

Error Message :
N/A

This issue is specific to the ServiceNow Service Connector (SNSC).  After deleting all previously existing items manually in ServiceNow (SNOW) and importing the Automic items using the Automic Import Service, the Automic objects are imported twice into SNOW.
 
The duplicate items cannot be deleted in SNOW using the Automic Clean-up utility.
 
Investigation

The screenshots below display an example of what may be seen.  Although, these screenshots were taken from a system using German, they clearly illustrate the issue.

In this example, the duplicates that are created are slightly different (compare the blue screens to the black screens).  The Automic Clean-up utility was used to attempt to delete the duplicates objects that were created in SNOW but it failed to delete all of them.  Only the entries, shown in black, are deleted.  The entries shown in blue remain.


This screen shot shows duplicate entries:

<Please see attached file for image>

0EMb0000001V1PN.png
This one is under Automic SNSC scope:

<Please see attached file for image>

0EMb0000001V1PX.png
These two are under the Global Application:

<Please see attached file for image>

0EMb0000001V1Pc.png

<Please see attached file for image>

0EMb0000001V1Ph.png


 

Cause

Cause type:
Configuration
Root Cause: The SNSC scope was not selected and Automic SNSC cannot affect the Global application.

Environment

OS Version: N/A

Resolution

When importing SNOW objects, set the Application to Automic SNSC (ServiceNow Service Connector) .  Otherwise, they are imported into the Global application by default where SNSC is unable to affect changes.

 

Fix Status: No Fix

Fix Version(s):
N/A

Additional Information

Workaround :
N/A

Attachments

1558693400236000088203_sktwi1f5rjvs16m75.png get_app
1558693398514000088203_sktwi1f5rjvs16m74.png get_app
1558693396739000088203_sktwi1f5rjvs16m73.png get_app
1558693394855000088203_sktwi1f5rjvs16m72.png get_app