So we finally tracked down the culprit on this issue. The ServiceNow tenant we are connecting with does not have the sn_request_read role available which is what the x_sap_sdim.admin account is looking for, as it is an inherited role. This role is provided as part of the ITSM Roles — Incident Management application that must be installed from the ServiceNow store for tenants upgrading to New York from previous versions: ITSM product-specific read roles sn_incident_read, sn_problem_read, sn_change_read, sn_request_read and approver_user unavailable after activating com.snc.business_stakeholder plugin - Support and Troubleshooting
Once this application was installed, the correct roles were inherited and tickets could be read properly.
