Hello LeanIX Community,
I am currently running into a puzzling issue related to data integrations and automation behavior in LeanIX, and I wanted to ask if anyone else has experienced something similar or has insight into the cause.
Background
We are integrating application data from ServiceNow into LeanIX. In LeanIX, I set up two automations that trigger upon application integration:
- One automation applies an Operational Status tag of Operational
- The other applies an Operational Status tag of Retired
These automations are driven by a field in ServiceNow called Operational Status, which contains values such as Operational, Retired.
The Issue
Out of 4,087 applications integrated from ServiceNow, 266 applications had their Operational Status tags removed after initially being applied.
When reviewing the affected fact sheets:
- The tags were correctly created by the system user automation-workflow, which indicates that the automations executed as expected
- The tag removal shows as being performed by the system user integration-servicenow
- There is no visible difference between applications that retained their tags and those that lost them
- All applications appear to have the same Operational Status field values in ServiceNow
From what I can tell, these Operational Status values are not part of a tagging group defined in ServiceNow, and there does not appear to be an explicit tag group mapping there that would explain the removal. This makes it seem like the issue may be occurring during the synchronization or overwrite step of the integration rather than within the LeanIX automation itself.
Questions for the Community
- Has anyone experienced tags being removed by integration-servicenow after being applied by automations?
- Is this known behavior when integrating data from ServiceNow or other external systems into LeanIX?
- Could this be related to how LeanIX handles tag reconciliation when the source system does not explicitly manage tags?
- Are there best practices to prevent integrations from overwriting or removing tags created by LeanIX automation workflows?
Any insight, shared experiences, or guidance would be greatly appreciated. Thanks in advance for your help.