Issue

The initial synchronization between ServiceDesk Plus Cloud and AnalyticsPlus Cloud failed because custom field names in ServiceDesk Plus contained backslashes (\).

Error screenshot for reference

Cause

This is due to a limitation in the SDPOD framework level while trying to fetch the column name with backslash '\' in it.

Solution

  1. Rename Custom Fields: In ServiceDesk Plus, identify and rename all custom fields containing backslashes. Replace the backslashes with alternative characters (e.g., underscores, hyphens).

Note: To search for fields containing backslashes in ServiceDesk Plus, use double backslashes (\\).

  2. Trigger Re-sync: Once you've renamed all fields, initiate a re-synchronization between ServiceDesk Plus and AnalyticsPlus Cloud.


Reference Video: Click here.