Network Management

ServiceNow integration shows unknown but the test is successful

This article describes how to fix the issue when the ServiceNow instance shows unknown however the test shows successful

First published date

6/25/2020 11:55 AM

Last published date

4/1/2021 8:06 PM

Overview

The ServiceNow instance shows unknown however the connection test returns a successful result.
This symptom can appear after Orion updates/upgrades.

The ServiceNow Instance shows Unknown but the connection test shows successful

Product section

Network Performance Monitor

Cause

ServceNow Integration account has not enough privilege to operate certain operations
The ESI Business Layer may not be running as expected

Below are several troubleshooting steps that have helped with the above scenario.

Resolution

Re-start the Orion services from the Orion service Manager
Add the 'soap' role for the service account in ServiceNow
Then Delete and Re-add the ServiceNow instance again

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