Service Exchange/Bridge Master KB-Landing Page for TroubleshootingSummary BASIC FLOW DIAGRAM: COMPONENTS: ProviderConsumerRemote Task DefinitionsRemote Catalog Remote Choice DefinitionsEntitlementsRemote Process syncTransformAuthorized UsersRemote TasksTransport QueueProvider TaskFoundation Data Sync Service Exchange Components - Summary Provider - ServiceNow instance that owns and provides data/services to consumer instancesConsumer - ServiceNow instance that receives and consumes data/services from provider instanceConfiguration & Setup:Remote Task Definitions - Configuration records that define what data/fields will be synced between instances, how often, and transformation rulesRemote Catalog - Catalog of available remote tables, records, and services exposed by provider for consumer to accessRemote Choice Definitions - Dropdown/choice field configurations that pull dynamic values from provider instance to populate consumer dropdownsEntitlements - Permissions and licensing rules that control which users/tables/features can be accessed via Service ExchangeData Movement:Transport Queue - Queue that manages and tracks all data moving between provider and consumer; stores sync records with statusRemote Tasks - Individual sync task instances that represent a bonded record connection between provider and consumer; contains sync history and statusRemote Process Sync - Synchronization of workflows, business rules, and processes between instancesProvider Task - Tasks executed on the provider side to process outbound data before sending to consumerProcessing:Transform - Data transformation/mapping rules that convert provider data format to consumer format during syncAuthorized Users - Users configured with permissions to create bonds, manage connections, and perform Service Exchange operationsFoundation Data Sync - Base/reference data synchronization ensuring both instances have matching foundation records (lookup Data, configurations, etc.) DEBUG PROPERTIES: Service Exchange Debug System Properties - Details: sn_sb.logging = true Enables logging for Service Exchange (Service Bridge)Must be set to true to capture any logsWithout this, no logs are generated sn_sb.log_level = debug Sets logging verbosity to DEBUG levelCaptures detailed diagnostic information about Service Exchange operationsLogs function calls, data transformations, queue processingUseful for troubleshooting sync issues sn_sb.logged_features = all Logs all Service Exchange features and componentsCaptures logs from: Remote Tasks, Transport Queue, Transforms, RPS, Bonding, etc.Alternative: set to specific features (e.g., remote_task, transport_queue) to narrow scope com.snc.process_flow.reporting.level = FULL Sets process flow/workflow reporting to FULL detail levelCaptures all process flow execution steps and decisionsUseful when Service Exchange triggers business rules or flows that need debugging sn_sb.log_level = trace Sets logging to TRACE level (most verbose)Captures extremely detailed information including variable values, function entry/exitOverrides the previous debug settingUse when debug level doesn't provide enough detailWarning: TRACE generates large log volumes; disable after troubleshooting Usage Pattern:Enable all these properties when troubleshooting Service Exchange issues, then check System Logs filtered by "Service Exchange" or "Service Bridge" module for ERROR/WARN messages with timestamps matching the issue. References to some of the Important Documentation/Articles: Service Exchange product documentationRemote Process sync documentationService Exchange release notesService Exchange FAQ (internal)Cloning Guide and Best PracticesFoundation Data Sync troubleshootingOnboarding troubleshooting Issues Encountered at different stages with in the Setup:- During Onboarding: Check if the capture definitions are created properly and are set to activeReview if the validation is successful and observe the onboarding statusValidate if we are using using the right user to initiate the onboardingCheck if the company being used for onboarding is activeReview the outbound logs to see if you see any 401 error for the API call we make during onboardingCheck if the RPS connection is Active for both Inbound and Outbound and review the transport queue for entries.Review the Resolution Center for any errors and fix the same for onboarding completionReview KB for more insights -https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584604 - Work Notes or Comments not Synching: No explicit sys_journal_field mapping configured for work notescanread() access validation blocking sync (versions < 2.3.18)Review KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3152333 -Service Exchange remote choice values not retrieved on consumer instance: account_secure flag set to true but target table missing required account-filtering fields (company, u_company, account, u_account)Dynamic filters fail because Service Exchange uses integration account (sb_user.CCN*) session, not end user contextIntegration account has no company/account memberships, so dynamic filters return empty resultsReview KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3155661 -Service Exchange Provider Company Not Visible in Selection List During Connection Setup: Service Exchange for Consumers plugin versions < 2.3.26 have alphabetical character-range filtering that excludes certain company names from dropdownReview KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3143311 -Remote Task Creation Fails Due to Sequence Counter Conflict in sys_number Table: Sequence/counter conflict in sys_number table for Remote Task categoryAuto-generated numbers out of sync with existing recordsCounter advanced beyond current maximum (likely from record imports from another instance)Review KB for more insights -https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3017076 -Service Exchange Remote Task Remains in "New" State: Inactive capture definitions prevent outbound calls from consumer to providerReview KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2932857 -Preferred solution to the Service Exchange (Service Bridge) User Not Authenticated error: Pre-v2.3 Service Exchange uses OAuth refresh tokens to maintain connectionsTokens expire every 100 days by design in Authorisation code grant typeExpired tokens break provider-consumer connectionsIssue can occur even with Client Credentials grant typeReview KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2944968 -Combine two variables in a Remote Task Transform: How do I set up the Remote Task Definition to combine two fields?What are the steps to create an inbound transform that merges two variables?What's the difference between inbound and outbound transforms when combining variables?What script syntax should I use to access and combine the variables?Review KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1629739 -Multi-Row Variable Set Data Being Overwritten When Submitting with the last value: Using Remote Record Producer in Service Exchange for ConsumersMulti-row variable set with 2+ rows containing distinct valuesAfter submission to provider, all rows display identical data (from last row)Individual row uniqueness is lost during sync processReview KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3141128 -Service Exchange Plugin Creating Duplicate Attachments on Bonded Incidents/Records: Why are my attachments being duplicated when syncing bonded records between Service Exchange instances?When I upload a single attachment to a bonded incident in Service Exchange, the remote instance receives multiple identical copies of the same file instead of just one. The transport queue shows multiple iop:attachment entries for the same attachment, and the system logs repeatedly show "Got attachment, checking copy to remote tasks". This happens every time I add an attachment, and it occurs on both the consumer and provider sides.Review KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3134712 -Journal Fields Are Not Syncing from Provider to Consumer Instance in 2.3.+ version for non-admin Users: Journal fields (Comments/Work Notes) are not syncing from the provider instance to the consumer instance in Service Exchange.A user has roles like agent or itil that allow them to post additional Comments/Work Notes to a task recordHowever, the same user does NOT have READ access to the sys_journal_field tableThis missing read access causes the journal field sync to fail silentlyReview KB for more insights - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2945952 KNOWN ERRORS: Journal Fields Are Not Syncing from Provider to Consumer Instance in 2.3.+ version for non-admin UsersKB - KB2945952 Related Links Service Exchange Documentation Foundation Data sync DocumentationFDS Master KB - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3158410