Error When Creating ServiceNow Ticket Using SDIM Connector

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

Hi everyone,

I’m encountering the following error when trying to create a ticket in ServiceNow using the ServiceNow SDIM connector. The test connection to ServiceNow SaaS shows as successful.

Has anyone experienced this before or know what might be causing it?

[“CloudConnector.checkStatus - Unexpected exception: Message Status(500) Error response from connector: Null Object XML returned from cloud for type [Application] with identifier[1e4629822b824fe39d9e4c361ea04e9c]”]

[“sailpoint.connector.ConnectorException: Message Status(500) Error response from connector: java.lang.reflect.InvocationTargetException”]

Any guidance would be appreciated. Thank you!

2

@zhkoay check with ServiceNow team if they have configured the plugin and what responses they are getting when you are trying to create ticket

3

we are facing this error in today as last week itself we have faced unauthorized error and we have updated the latest credentials, now are seeing this error for creating ticket through SDIM connector(sandbox)

sailpoint.connector.ConnectorException: Message Status(500) Error response from connector: java.lang.reflect.InvocationTargetException

4

Does the identity you are creating the ticket for exist in servicenow with a sysid that ISc is aware of? just a thought :slight_smile:

5

Hi,

We are experiencing the same issue and have raised a support ticket. I recommend you do the same.

In our case, the problem does not occur when creating the ticket-it mainly happens when checking the status of an existing ticket. This essentially breaks the sync between ServiceNow and ISC for that specific ticket. As a result, even if the ticket is resolved in ServiceNow, the update is not communicated back to ISC, so the activity remains in its previous state.

For example, if there is an entitlement revocation and the generated ticket encounters this error, then-even if the ticket is marked as resolved in ServiceNow-ISC will lose track of it. This means the revoked access will remain assigned to the user because ISC never technically receives confirmation from ServiceNow that the ticket was closed.

I strongly recommend raising a support ticket with SailPoint

6

Hi Sreeram,

Did the issue get resolved ?

We have been experiencing a similar issue, even if the ticket is closed in Assyst, it is not communicated back to ISC, so the entitlement provisioning is not completed in ISC.