ServiceNow Records Are Missing from the Destination

Troubleshoot missing ServiceNow records by checking field-level ACLs and the integration user's time zone.

ACL restrictions on sys_updated_on and sys_created_on

Fivetran uses sys_updated_on and sys_created_on for incremental syncs. If ACL restrictions prevent the ServiceNow API from returning these fields for a table, we can't sync that table's records. For more information, see our documentation on updating ServiceNow data.

To resolve this issue:

1. In ServiceNow, use the Dictionary Entry (sys_dictionary) table to verify that sys_updated_on and sys_created_on exist on the affected table.

2. Ask a ServiceNow administrator to update the ACL permissions on sys_updated_on and sys_created_on for the affected table.

3. In Fivetran, re-sync the affected table:

   i. In Fivetran, go to your ServiceNow connection page.

   ii. Select the Schema tab.

   iii. Find the affected table, then click Re-sync.

   v. In the confirmation pop-up window, click Start re-sync.

Incorrect integration user time zone

We require the integration user's time zone to be set to GMT. Other time zone settings cause timestamp parsing inconsistencies, which may cause us to skip records during incremental syncs.

To resolve this issue:

1. In ServiceNow, go to the User Profile for the integration user.
2. Set the Time zone field to GMT. For more information, see our ServiceNow Setup Guide.
3. In Fivetran, trigger a historical sync to backfill the missing records. To learn how, see How to Trigger Historical Re-Syncs for Fivetran Connections.