Reference Values in ServiceNow table unable to process into Smartsheet

Hi. I have set up a connection between ServiceNow table and Smartsheet for when records get updated, it will feed back into Smartsheet. However, for the "Teams" field in my ServiceNow record, it references another table and can sometimes contain 2 or more Team names which shows up as Sys_IDs when I look at the Run Log. When I tried to run the workflow, it gives me an error when trying to retrieve each team name:

"Record does not exist with ID '39c24dee1b61234572ed74c8dc4bcb04, 0ac24dee1b61012342ed74c8dc4bcb0d' in 'sys_user_group'."

If separate out the ID, the Get Record junction works and I am able to properly ingest a single team name into my Smartsheet but once two more it fails.

My end goal is to be able to take each of the Sys_ID returned when a record has been updated from the Team field in ServiceNow, match it against the Team table and retrieve each of the Team names and update them into my Smartsheet Teams column like this:

Current Set up:

Any tips or suggestions?

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Georgie

Hi @yh374,

I see that you have opened a support ticket for this issue and I can see that the case is currently being looked into - please continue to work with our Support team on this as they’ll be able to assist and communicate with you regarding your setup via private channels.

Thanks,

Georgie

prime_nathaniel

Hello yh374,

You should set a separate workflow and sheet to maintain your team records. You can then use lookups, index match, data mesh, or bridge to denormalize your data model.

bridge can do this dynamically at runtime or triggered against the sheet.

I should note, if you are not seeing an id match for sys_id then you likely have a permissions issue in SNOW and need to be added to the domain or record table by your SNOW admin.

SNOW does not return ids for things that DONT exist. If it has an ID it is in the system.

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