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How do I troubleshoot ServiceNow integration issues?

This article describes common issues that may occur when setting up or using the ServiceNow integration with Holm Security, and how to resolve them.

Common issues and solutions

Issue: Integration fails to establish a connection

Problem: The connection test fails when trying to establish the ServiceNow integration.

This issue is usually caused by one of the following:

The ServiceNow instance is inactive or hibernating

ServiceNow instances may be placed in a hibernation state during periods of inactivity. When an instance hibernates, it becomes unavailable and will not respond to API requests.

Solution: Check the status of your ServiceNow instance to ensure it is awake and active. You can verify this by accessing your ServiceNow dashboard. If the instance is hibernating, wake it up before attempting the integration.

API not responding or misconfigured

The ServiceNow API may not be responding, or the incident creation endpoint may not be properly configured.

Solution: Test the API using ServiceNow's built-in REST API Explorer to verify that it responds and can successfully create incidents. Follow these steps:

  1. Log in to your ServiceNow instance.
  2. Open the REST API Explorer.
  3. Test creating an incident to confirm the API responds correctly.
  4. If the test succeeds, verify your credentials are correct in Security Center and try establishing the connection again.

Note: The REST API Explorer is built into ServiceNow and can be accessed from your ServiceNow instance dashboard. It is useful for testing connectivity and API functionality.

Issue: Expired API token or password

Problem: The integration was working, but now fails to authenticate.

API credentials can expire or become invalid over time.

Solution: Generate a new API token or password in your ServiceNow account and update the integration settings in Security Center with the new credentials.

How to update credentials

To update your ServiceNow credentials after troubleshooting:

  1. Log in to Security Center.
  2. Click the Menu Icon in the top-right corner.
  3. Click Integrations > ServiceNow.
  4. Update the credentials (username, password, API token, or instance URL as needed).
  5. Click Establish a connection to test the new credentials.
  6. If the connection is successful, click OK.

Caution: If you still cannot establish a connection after troubleshooting, please contact customer support for further assistance.

Still need help?

If you have tried the above solutions and the integration still does not work, please reach out to our customer support team.

For more information, please contact our customer support.