Troubleshooting Missing Description Field in ServiceNow Tickets Created by ControlUp Templates Due to ACL Permissions

When using ControlUp‘s built-in templates for creating ServiceNow tickets, such as the Battery/Hardware Replacement Request, users may encounter an issue where the ticket is generated correctly with the appropriate short description, priority, and assignment group, but the detailed description field (result) is not populated. While the description input is visible during the creation process, the corresponding field in ServiceNow remains empty despite the ticket’s successful creation.

This symptom typically indicates a permissions-related issue rather than a problem with the template or ControlUp’s integration logic. Specifically, the root cause is often related to Access Control List (ACL) settings in ServiceNow. The integration user account configured in the ControlUp-ServiceNow connection might have the necessary permission to create records but lacks write access for certain fields, such as the Description field on the Incident table. When ServiceNow receives the ticket creation request, it accepts the record creation but silently skips the fields that the user cannot update, leading to the description field being omitted without any error message.

To resolve this, verify that the user configured for the ServiceNow integration has full write permissions to all the required fields on the Incident table, including the Description field. This may involve adjusting ACL rules and permissions in ServiceNow’s user roles and security settings. Testing with an account verified to have full write access confirmed that the Description field populated correctly, indicating the problem indeed lies in ServiceNow’s ACL settings rather than ControlUp itself.

For further troubleshooting, gathering detailed logs from the ServiceNow side and submitting a support ticket along with this diagnostic information can help ControlUp support investigate more complex cases. More information on configuring and troubleshooting ServiceNow integration permissions can typically be found on official ControlUp resources and ServiceNow documentation.

Read the entire ‘Troubleshooting Missing Description Field in ServiceNow Tickets Created by ControlUp Templates Due to ACL Permissions’ thread below:

Howdy – playing around with some of the built-in templates like Battery/Hardware Replacement Request.

Noticing the ServiceNow portion is not getting the description (result), but I can see it correctly in the Description actual (input). It creates the ticket with the right short description, priority, and assignment group, but does not pass through description. Did I do something wrong?

This seems similar to what commented recently:

Oh yea, that’s pretty much spot on. Didn’t see that – sorry.

I can also provide some additional details in a ticket if it will make that easier to review.

No worries, please send all available information to a ticket, including the ServiceNow side logs, and we will take it from there

Thanks, Alex. I just tested the same action, and the Description field was populated correctly.

We recently saw the same behavior with other ServiceNow fields in another. In that case, it was confirmed to be an ACL issue: the integration user could create the record but did not have permission to write to certain fields. ServiceNow accepted the request and created the record, but silently ignored those fields instead of rejecting the request.

This is likely the same issue. Could you check whether the user configured in the connection has write access to the Description field on the Incident table?

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