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LeanIX Tags Being Removed During ServiceNow Integration

  • April 22, 2026
  • 6 replies
  • 97 views
D

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.

6 replies

GiannisAnt
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  • GiannisAnt
  • Everlasting Love
  • April 27, 2026

Hi,

I really can’t help a lot without a sync log and seeing your automation and integration configuration but maybe check:

1. I believe LeanIX has a monthly limit of 10.000 automations executed

2. Duplicates in ServiceNow, or 2 LeanIX fact sheets matching the same id in ServiceNow could cause a problem like this

3. Search for a pattern, does this happen only for Retired status? Or maybe only for Operational etc.

4. Clone 2 fact sheets (be careful to not clone their external ids too) one that gains that tag and one that does not. See if that’s the case again, if yes = probably configuration issue, if no = probably technical issue.

Either way you should probably open a case with SAP.

 

 

D
  • Dylan LeanIX
  • Author
  • Rookie
  • April 27, 2026

Hi,

I really can’t help a lot without a sync log and seeing your automation and integration configuration but maybe check:

1. I believe LeanIX has a monthly limit of 10.000 automations executed

2. Duplicates in ServiceNow, or 2 LeanIX fact sheets matching the same id in ServiceNow could cause a problem like this

3. Search for a pattern, does this happen only for Retired status? Or maybe only for Operational etc.

4. Clone 2 fact sheets (be careful to not clone their external ids too) one that gains that tag and one that does not. See if that’s the case again, if yes = probably configuration issue, if no = probably technical issue.

Either way you should probably open a case with SAP.

 

 

Hi Giannis, thanks for the response and the suggestions.

I am fairly confident this is not related to an automation execution limit. These are the first automations I have set up in LeanIX, and they have only executed three times so far, well below any monthly threshold.

I have also ruled out duplicates in ServiceNow. There are no duplicate application records or multiple LeanIX fact sheets mapping to the same ServiceNow ID that would explain the behavior.

Looking at the 266 applications that had their tags removed, there does not appear to be a pattern tied to a specific status. The issue occurs across applications marked as Operational, Non-Operational, and Retired.

I did try cloning one of the affected fact sheets, specifically without copying over the external ID. In that scenario, the automation applies the tag and it does not get removed. That behavior suggests the issue is tied to the integration handling of external IDs rather than the automation configuration itself.

I have opened a case with SAP and am currently waiting for their feedback. I will follow up here once I hear back in case anyone else is facing a similar issue.

Thanks again for your input.

    GiannisAnt
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    • GiannisAnt
    • Everlasting Love
    • April 27, 2026

    Hello,

     

    Out of 4,087 applications integrated from ServiceNow

    +

    and they have only executed three times so far

     

    From what you are saying you are way over the monthly limit, so I would check this via the screenshot below. (Administration → Automations → Statistics)

     

     

    If that’s not the case I am interested into hearing how this turned out.

    Good luck with your issue!

    D
    • Dylan LeanIX
    • Author
    • Rookie
    • April 27, 2026

    Hello,

     

    Out of 4,087 applications integrated from ServiceNow

    +

    and they have only executed three times so far

     

    From what you are saying you are way over the monthly limit, so I would check this via the screenshot below. (Administration → Automations → Statistics)

     

     

    If that’s not the case I am interested into hearing how this turned out.

    Good luck with your issue!

    Hi Giannis,

    Sorry for the confusion. It looks like I do have 4,098 out of 10,000 automations. I did not realize it applied for each fact sheet. I also did a few more automations for tagging recently created fact sheets, so that’s why there is a bit more than the original 4,087.
     

     

      GiannisAnt
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      • GiannisAnt
      • Everlasting Love
      • April 27, 2026

      Still though it seems that’s not the case.

      So it’s best that you opened a ticket already

        Thomas Schreiner
        Forum|alt.badge.img+3

        Hi ​@Dylan LeanIX - Happy to shed some light into this. As you and ​@GiannisAnt already found out, it’s definitely not automation-related - even an expired quota would never remove any tagging results from previously-run automations.

        The most probable cause or sequence of activities is as follows, and LeanIX Support will (hopefully) confirm this in its ticket:

        • Application is created in ServiceNow and synchronized to LeanIX, while the sync layer calculates the tags to be set. The “Operational Status” tag group is empty in this case, since the tags are not set by the sync layer. => This is the main cause of inconsistency - you should set it in the sync layer already, not just by an automation in LeanIX!
        • LeanIX will tag the Applications based on their Operational Status values using your automation.
        • Some actions in ServiceNow will touch some records in cmdb_business_app (or wherever you are taking them from), it will recalculate all attributes - and tags! - and sychronize them to LeanIX again, overwriting the Operational Status tag group again. Note - in LeanIX, technically you never “add” or “remove” tags, but the internal GraphQL will always calculate the total sum of tags and always set all of them. So if ServiceNow says “No tags here”, all existing ones will be deleted.

        I hope this explains what is going on, and I would highly recommend to set up tagging so that it doesn’t conflict with the sync layer. Feel free to get in touch if you have any questions. 

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