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jridener's avatar
jridener
New Member
9 years ago
Solved

ServiceNow connector reads only open incidents

Using the ServiceNow connector here: https://powerbi.microsoft.com/en-us/blog/explore-your-servicenow-data-with-power-bi/ I'm able to create a dashboard with ServiceNow open incidents only. Recently resolved, recently closed, and incident alerts all have (Blank) values. 

 

I've tried recreating the dashboard a few times, always with the same results. The ServiceNow account I'm using has API access privileges. 

 

I'm working on the O365 PowerBI, not on-premises.

 

Any ideas about how I can investigate/troubleshoot why only open incidents are populating the dashboard?  Thanks!

  • Anonymous's avatar
    Anonymous
    9 years ago

    Hi jridener,

    From official article, I haven’t found anything else expect the following requirements when connecting to ServiceNow. However, you are able to view part data of incidents, I would recommend you check if some permissions of your account is restricted in  ServiceNow.

    - An account that can access yourorganization.service-now.com with Basic authentication (Single Sign-On is not supported in this version)

    - The account must have rest_service role and read access to incident table


    Thanks,
    Lydia Zhang

7 Replies

  • Anonymous's avatar
    Anonymous
    Not applicable
    9 years ago

    Hi jridener,

    Do you perform the steps in this article to connect to ServicesNow from Power BI? I would recommend you check the following things.

    1. Make sure that you  have rest_service role and read access to incident table. And work with your ServiceNow admin to check if you need to have any additional permissions for your custom instance.
    2. Specify different number of incidents and different number of days during connection and check the dashboard.
    3. Based on Theresa’s comment in this blog, the issue could also occur when the instance is “fallen asleep”, in your scenario, please make sure the instance is online before connecting to it.


    Thanks,
    Lydia Zhang

    • jridener's avatar
      jridener
      New Member
      9 years ago

      Hi Anonymous,

       

      Thanks for the quick feedback!

       

      I have confirmed the rest_service role and access to the incident table with the ServiceNow admin as well as made changes to the number of incidents and days for the connection.

       

      I will follow up with our SN admin on waking up the SN instance before testing as we're also on a dev SN instance at the moment.

       

      Thanks,

       

      John

      • jridener's avatar
        jridener
        New Member
        9 years ago

        Hi Anonymous,

         

        I wanted to follow up with the current results of this question.

         

        I was able to connect Power BI to include recently resolved and closed incidents by adding the admin role to the account I'm using to read in data from ServiceNow. 

         

        Our ServiceNow admin would prefer to not have a second admin account just for PowerBi. Are you aware of specific permissions that besides the rest_service role and access to the incident table that might be available in an admin account that Power BI requires?

         

        Thanks,

         

        John

  • antonstorozhuk's avatar
    antonstorozhuk
    Icon for Helper V rankHelper V
    4 years ago

    Hello jridener 

    I'm Anton from Alpha Serve.

    I’d like to propose and alternative solution for you, you might want to try out our app - Power BI Connector for ServiceNow:

    We have a handy User and Admin Guides for your convenience, but feel free to reach out support team at [email protected] if you need any assistance.

     

    Thank you.

    Regards,

    Anton

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