Issue
ServiceNow incident creation or update fails with the error message, "Data Policy Exception," when synchronizing with NinjaOne. A more specific failure state, such as "The following fields are mandatory," followed by a resolution code, may follow.
Environment
- NinjaOne Integrations
- ServiceNow
Cause
The ServiceNow Incident table has required fields, such as Caller, that the NinjaOne integration does not populate. ServiceNow rejected the incident because the remaining mandatory fields were empty.
NinjaOne only populates the following fields:
- Configuration Item (CI)
- Impact/Urgency-to-Priority lookup values
- Incident State (with Resolution Code, when applicable)
You can verify the cause by visually inspecting the incident or by checking the Transform History for the NinjaOne Transform Map. Keep in mind that the Transform History may not always indicate the exact field responsible for the failure, as the specific event that triggered it can affect the information displayed. For example, if the failure occurs during an Incident State transition, the Transform History might highlight the state change itself, even though an earlier unmet mandatory field requirement caused the issue.
Resolution
Perform one of the following actions:
- Set default values for the required fields in the Incident Template. Doing so satisfies the mandatory requirement without NinjaOne needing to populate additional data.
- Use Form Designer or a Dictionary Override to clear the Mandatory checkbox from the required fields.
- Clone the Incident Template into a NinjaOne-specific template with the requirement removed, then point the integration's template mapping to the clone.
Then, attempt the sync operation again.
Additional Resources
For additional troubleshooting assistance, refer to the ServiceNow Integration Troubleshooting section in the NinjaOne Dojo.