Troubleshooting Topdesk and ServiceNow integrations

 
TopDesk Cases
  • There are two type of users, Operator and self-service portal. Make sure to login as an operator and create the password as an operator. All other kinds of users are not allowed to establish the integration.
  • When logged in as an operator, are you allowed to create first line call / second line call? If not, then the account does not have the correct permission. This means, Security Center will not be able to establish proper integration. Security Center will still be able to get the Operator groups, however the integration will fail at later stages.
  • Expired token/password. In that case, please create a new password and insert it in SC.

 

ServiceNow Cases
  • The instance is not awake or hibernating. Please check if the instance is active as it should.
    Screenshot_2021-07-05_153620.png
  • Are the correct perimission set? Make sure it is possiable to create incident. One could you use REST API Explorer build in ServiceNow to check if the API and instance are responding with the correct data.
  • Expired token/password. In that case, please create a new password and insert it in SC.
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