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Identity Manager 8.1.4 - Administration Guide for Connecting to ServiceNow

ServiceNow Module Overview Installation Managing ServiceNow Incidents from One Identity Manager One Identity Manager for Service Catalog Logging Troubleshooting Appendix


Log level can be configured using the configuration parameter log_level. The different log levels and their description are explained in below table. The default log_level is info.

Log Level Description Log Level Description
error Logs events that might still allow the application to continue running. Setting the log level for an application to error generates error messages only, but does not generate warn, info, or debug messages.


Logs potentially harmful events. Setting the log level for an application to warn generates error and warn messages but does not generate error or debug messages.


Logs informational messages that describe the progress of the application. Setting the log level for an application to info generates info, warn, and error messages, but does not generate debug messages.


Logs informational events that are useful for debugging an application. Setting the log level for an application to debug generates info, warn, error, and debug messages.


This section covers the troubleshooting guidelines for the One Identity Manager and ServiceNow integration.

One Identity Manager for Service Catalog

Unable to load data in to ServiceNow from One Identity Manager

Test to make sure the One Identity Manager App server is accessible from ServiceNow. After executing the Initial Synchronization in section (see Initial load from One Identity Manager to ServiceNow), in case the data is not loaded into the application tables, verify the below steps:

  1. Navigate to the application logs to check for any error related to the connectivity between ServiceNow and One Identity Manager application server

  2. Verify that One Identity Manager App server is accessible through the browser using the same credentials and Application server URL provided in the configuration

Catalog Page load takes long time to load

Make sure the catalog page full synchronization configuration parameter (page_load_data_from_oneim_server_full_load) has been turned off.


Sample ServiceNow Response

The ServiceNow response for the tickets has many attributes which can be retrieved in GET scenarios and can be updated for PUT/POST scenarios. Please refer Table API documentation at to see a sample response from ServiceNow.

One Identity Manager uses the following sets of attributes for Ticket Management / Incident Management:

  • sys_id - This attribute contains the ServiceNow system id that is used in processing all the processes configured for ServiceNow

  • state - This attribute is responsible for tracking the ticket status and updating One Identity Manager accordingly

  • incnumber - This attribute holds the incident number of the ticket

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