ServiceNow

Enhanced ITSM Connector View for Accurate Tracking of Uninstalled Applications

We have enhanced an existing Snow Atlas API view used by the ServiceNow ITSM connectors in Snow Integration Manager for exporting application data into ServiceNow CMDB.

The improved view now merges data from both active and historical application records per computer. This ensures that applications removed since the last connector aggregation are correctly identified and marked as uninstalled in ServiceNow, providing more accurate and reliable CMDB information.

Important note:

To perform a full synchronization of historically removed applications into ServiceNow CMDB, you must clear the last aggregation date for the relevant ServiceNow connectors in Snow Integration Manager before running the next aggregation.

Scoped App 5.x Deprecation – IT Visibility 

Effective December 31, 2025, Flexera will retire Flexera Integration Application for ServiceNow for IT Visibility (5.x), following upgrades to IT Visibility with Technology Intelligence Platform and Flexera One Integration Application for ServiceNow (1.x) for all customers. 

Note: This change does not impact ServiceNow Import, ITAM, Data Platform, or FNMS customers. 

This deprecation removes legacy services that are no longer in use. 

Customer Update: ServiceNow Integration – Version 1.7 Defect 

We want to make you aware of an issue identified in version 1.7.103 of our ServiceNow integration. 

 Impact 

• Version 1.7 introduced a defect that reclassifies computers as virtual machines during the software import. While technically accurate in certain cases, these changes may occur against customer expectations due to the integration not explicitly following the defined class mappings configured in the integration. 
• To prevent further impact, version 1.7 has been withdrawn from the ServiceNow Store. 
• Customers must remain on version 1.6, which avoids the reclassification defect but still contains a known issue where some virtual machines may be reverted to computers. While less disruptive, this can limit functionality in certain environments. 

Current Status 

• Customers who are not ingesting virtual machines into the VM Instance table will see no impact if they remain on version 1.6. 
• Customers already running version 1.7 in production cannot roll back to version 1.6 and may continue to experience CMDB disruption until a fix is provided. 
• Our support teams are fully briefed and will be working with customers who are impacted once a path forward is identified. 

Resolution and Next Steps 

• We are prioritizing a hotfix for version 1.7 and will share an updated timeline for release shortly. 
• Customers currently on version 1.6 should remain there until the updated version is available. 
• Customers already on version 1.7 should contact Support for guidance and assistance in managing the impact until the hotfix is released. 
• If you are impacted by this, please be sure to log a ticket so our support team can keep you informed as things develop. 

We apologize for the disruption and are working urgently to deliver a resolution. Please reach out to your support contact if you have questions or require immediate assistance. 

Enhancement: IT Visibility Connections Page (Live Now)

As part of ongoing improvements to IT Visibility, we are updating the Connections page to more accurately reflect current functionality.

Key Changes

• The connection status, last success, and last failure indicators will be removed from the ITV Connections page.
• These fields were only relevant for Scoped App 5.x customers and are not applicable for Scoped App 1.x.
• The updated page will be streamlined to display only information that applies across all supported Scoped App versions.

Before:  After: For dataflow from ITV → ServiceNow (ServiceNow Import functionality)

• A connection is required only on the ServiceNow side.
• Import status for these flows can be monitored directly in ServiceNow.

For dataflow from ServiceNow → FlexeraOne (ServiceNow Export functionality)

• Connections are required on both the ITV Connections page and the ServiceNow side.

This enhancement ensures that the ITV Connections page presents only relevant and accurate details, providing greater clarity on where connections are configured and where monitoring should occur. Documentation will also be updated to reflect these changes.

Release date: 16th September, 2025

• Product Documentation: Flexera One/ITV help: Managing ServiceNow Connection Credentials
• Flexera One ServiceNow App help: Configuring the IT Visibility Connection in Flexera One
• Flexera One Features by Release: Changes to the IT Visibility Connections page 

ServiceNow and IT Visibility Queries API Hardware Inventory Delta Update | Customer Action Required 

On the 18th of August, a change was made to the Flexera backend, impacting the delta API function for the current ServiceNow Scoped App and Queries API supporting delta data loads for the Hardware Inventory dataset. This change has caused active resumeTokens to expire, due to a schema change, which can cause jobs to be “Stuck” in the ServiceNow Scoped App Integration and direct integrations using the delta function of the Queries API to break.  

Customers currently leveraging the ServiceNow Scoped App, please see the “Recovering from Delta Failures with "The resumeToken has expired" Customer Guide from ServiceNow” guide below to prevent ServiceNow jobs from getting stuck, or to resolve any stuck job that may have already run.  

Customers with custom integrations using the IT Visibility Queries API delta function for Hardware Inventory datasets, please see the “Recovering from Delta Failures with "The resumeToken has expired" Customer Guide” below for more details and steps to resolution of this issue.  

Please For detailed steps please follow: Delta Recovery Customer Guide