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Troubleshooting ServiceNow Reader

The following known limitations and common issues can affect ServiceNow Reader behavior.

  • DELETE operations require auditing: To capture deletes, set Capture Deletes to True (available in Incremental Load and Automated modes). Auditing must be enabled for the target tables in ServiceNow, and the ServiceNow user must have READ access to sys_audit_delete. If Capture Deletes is False (the default), deleted rows in the source are not removed at the target.

  • Incremental prerequisites: Incremental capture relies on timestamp columns such as sys_updated_on (and sys_created_on for some tables). Tables without suitable timestamps may require full sync behavior each polling cycle.

  • Batch API payload limits: When using Batch API, requests are subject to ServiceNow size limits (for example, ~10 MB per batch). If batches exceed limits, reduce Fetch size, increase Polling interval, or disable Batch API.

  • Rate limiting and throttling: HTTP 429 or slow responses indicate ServiceNow rate limits. Increase Polling interval, tune Fetch size, or lower concurrency (Thread pool count / Max connections).

  • Insufficient privileges (ACLs): Missing roles or ACL permissions can cause read failures or empty results. Validate required roles (for example, admin, snc_read_only) or configure per-table ACLs appropriately.

  • Timestamp format mismatches: Start timestamp must use UTC in YYYY-MMM-DD HH:MM:SS format. Invalid formats will be rejected.

  • Connectivity and timeouts: Increase Connection timeout and Connection retries if network latency or transient errors occur. Verify TLS and firewall rules.