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Home > Success Center > Orion Platform > Orion - Knowledgebase Articles > Error Querying ServiceNow instance

Error Querying ServiceNow instance

Updated January 25, 2018

Overview

You have configured Service Now as per the steps here and when you tried to create a Servicenow Incident Alert in Orion Web console. The ServiceNow instance configuration shows a status of "UP", but you get the following error:

Error querying ServiceNow Instance
Instance can be offline or not properly configured.

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And you see the following error(s) in Service Now Error logs:

2018-01-08 09:37:48,745 [14] ERROR SolarWinds.SNI.Client.SNClient - Exception occurred during GetEntities<IncidentEvent> execution. SolarWinds.SNI.Client.SNClientException: ResponseURI = 'https://yourdomain.com/api/now/table/x_sow_intapp_incident_event?sysparm_fields=sys_id,incident_sys_id,instance_id,event_state,state&sysparm_query=instance_id=5e661e16-4124-463a-a10e-d7884c0a323f^event_state=0&sysparm_limit=21', StatusCode = '401', StatusDescription = 'Unauthorized' SN Message = 'User Not Authenticated', SN Detail = 'Required to provide Auth information' ---> System.Net.WebException: The remote server returned an error: (401) Unauthorized. at System.Net.WebClient.OpenRead(Uri address)

Environment

  • Service Now Jakarta Patch 5
  • Orion Platform, all versions

Cause 

There was a custom ACL set up restricting access to the sys_choice table parameters in question to the admin role only.

Resolution

Add the x_sow_intapp.integration_user role to the custom ACL you may have set up and give access to sys_choice table to resolve the issue without using an admin account.

 

 

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