Caren asked a question.
Servicenow cannot see the files sent by SNOW
We have the Catalog and CMDB applications installed in our Servicenow Instances.
Since last week, we noticed the SNOW files are not coming into Servicenow Prod instance (Paris Patch 10a). There is nothing under Files waiting for import.
We recently updated the SNOW applications to 4.1 and the SIM version is 5.34.0
It is working fine on dev instance(Rome) post update to 4.1
Could you please advise?
Cheers,
Caren
Hi Caren,
i would raise a support ticket for this so that it c@n be investigated properly by one of the technical team. However have you restarted the snow services?
Kind regards
Jelle
Hi Jelle,
Thanks for your reply.
Yes, we tried restarting the SNOW services but didn't work. I've raised a support ticket today.
Cheers,
Caren
Hi Caren,
You mentioned you recently upgraded to SfSN 4.1
We also had the problem after the upgrade and it was caused on our side, because we did not check ServiceNow Upgrade history.
That was the information we got at that time:
When upgrading to 4.0.9 and 4.0.11 (or any version of any apps in SN really), it’s good practice to review the Upgrade History in SN. This is because SN may skip changes from apps if there have been changes to some of the application files in the SN instance. A couple of changes in 4.0.9 and 4.0.11 requires a review of the upgrade to apply skipped changes.
After my colleague checked the upgrade history, he found the some messages. And after he resolved that, upload worked again.
Hi carolai,
Thanks for your suggestion.
I tried doing that but no luck :(
I've raised a support case to look into this issue.
Many thanks,
Caren
Hi, In addition to all said before, have you ensured no errors are being logged by the SIM (files can be found by default in the location C:\Program Files\Snow Software\Logs\Snow Integration Manager)?
Hi Colin,
We have checked the log files in SNOW and it all looks good post we updated the SNOW applications in Servicenow.
Cheers!
Hi, was this ever resolved? We now have a similar issue on 2 instances, but 2 others are working fine
Also recently updated all servicenow plugins and this seems to be connected....
Thanks