Troubleshooting Issues with ServiceNow Connection
Introduction
When integrating with ServiceNow, connectivity issues might surface if the ServiceNow user wasn’t built properly or if the instance has policies in place that prevent inbound API requests from Getint.
In this comprehensive article, we will outline the connection issues that you might be experiencing when integrating with ServiceNow and how to troubleshoot them.
The Given User Does Not Have Access to Fetch the Task Table
When visualising this error message, there might be some problems with the ServiceNow user’s access to some core ServiceNow tables.
Common Causes for this Message
Password needs reset ticked: If this checkbox is ticked and you are using basic auth (username and password) to create your ServiceNow connection on Getint, Getint will lose authentication to the ServiceNow instance, and you will have to update the Getint connection password every time this takes place.
REST API Access Policy: If you have a REST API Access Policy in place that only allows a specific authentication profile, you must also ensure that you have an authentication profile that matches the authentication method used to create the ServiceNow connection on Getint and that allows Getint to authenticate on your ServiceNow instance.
Disabling Password Reset requirement
Navigate to User Administration > Users.
Locate the Getint connection user, and on the user record, click the Additional Actions menu (hamburger icon) and select Configure > Form Layout.
Find Identity Type in the left column and move it to the right column using the
>arrow. Save the layout.
On your user form, find the newly added Identity Type dropdown.
Change the value from Human to Machine.
Save/Update the user record.
This ensures the integration's service account doesn't face authentication issues due to periodic password changes.
Create REST API Access Policy Authentication Profile for Getint
Navigate to System Web Services > API Access Policies > API Authentication Policy.
In the API Authentication Policy screen, click New in the upper-right corner.
In the New record screen, add a name, feel free to add a description, and click Submit.
Open the newly created Auth Policy.
In the Policy Input tab, click New.
Select IP Filter Criteria, and, on the New record screen, name the record as you desire. Under the IP Range tab, add one row for each of the following IPs: 52.58.55.92, 3.79.160.132, 18.156.58.18. Afterwards, submit the new record.
Back in the Authentication Policy screen, switch to the Policy Conditions tab and click New to add a new record.
In the new screen, add a label to the new Policy Condition, add the filter condition, select the created Policy Input, and set the operators to IS TRUE. Submit the record afterwards.
Go to System Web Services > API Access Policies > Inbound Authentication Profiles.
In the Inbound Authentication Profiles screen, click New in the upper right corner to create a new record.
Select Create standard HTTP authentication profiles in the next screen.
Inside the new record, name the new authentication profile, select the Type that matches the auth method of the connection created on Getint (in this example, it was basic auth), and under the Authentication Policies tab, insert a new row and look up the Authentication Policy you created at step 3. Submit the new record afterwards.
Go to System Web Services > API Access Policies > REST API Access Policies.
Open the API access policies that you initially had an Authentication Profile for (you can repeat this process for any other API Access policies that you would like to add the profile to).
Under Inbound Authentication Profile, add a new row and look up the Authentication Profile created at step 12. Add it to the list and update the API Access Policy.
If you have multiple Access Policies in place, each with a different HTTP method, you must add the authentication profile to each of them to ensure connectivity.
If you require additional assistance, don't hesitate to get in touch with our support team at our Help Center.
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