FAQ
How can I see the synchronized data?
You can see the quantity of synchronized objects in the Synchronization menu.
Can I access the trace files of errors?
For experts and on-premises deployment only.
If needed, you can access ServiceNow trace files of errors by opening the "megaerr" trace file. Note that you cannot check synced objects in trace files.
Viewing User Process Error Trace Files.How can I avoid duplications?
To avoid duplicated data, it is possible to define which attribute to use as a unique identifier when defining a mapping.
How is data integrated within each system?
Data integration depends on each mapping configuration, and more specifically the direction of data transfer and the synchronization mode (whether objects should be preserved or deleted from the target system).
What is the difference between the Import/Export Mappings feature and the ServiceNow Module migration procedure?
The Import/Export Mappings feature only allows the transfer of mapping settings.
The migration procedure ensures that all existing configurations are fully retrieved and transferred to a new instance. This includes:
• ServiceNow connection definition
• Mapping settings
• Mapping table for synchronized objects between ServiceNow and HOPEX
• Synchronization schedule (scheduler)
I modified the mapping settings and then launched a synchronization, but my changes were not applied. Why?
If you modified the mapping settings after an initial synchronization between ServiceNow and HOPEX, you must reset the modified mapping before launching a new synchronization. Otherwise, your changes will only take effect when the corresponding elements in the source application are updated.
To ensure your modifications are applied immediately, reset the mapping before starting a new synchronization.
What are the differences between the authentication modes - Basic and OAuth2?
Basic Auth | OAuth2 | |
|---|---|---|
How it works | Login credentials (username & password) are used for each REST API request sent to the ServiceNow server. Credentials are transmitted multiple times during the synchronization process. | Login credentials are used once to obtain an Access Token (default lifespan: 30 minutes) and a Refresh Token (default lifespan: 100 days). Tokens are used for REST API requests instead of credentials, which significantly improves security. |
Recommended for | Quick setup, non-production environments | Production environments |
Additional setup | No | Yes, see Setting Up OAuth2.0 in ServiceNow. |