Submit a ticketCall us

AnnouncementsAre You “Flying Blind?”

When it comes to your complex IT infrastructure, you want to ensure you have a good grasp of what’s going on to avoid any fire drills that result from guesswork. Read our white paper to learn how proactively monitoring your IT environment can help your organization while giving you peace of mind.

Get your free white paper.

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.

image.png

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.

 

 

Last modified

Tags

Classifications

Public