IDN Request Center Workflow Error

Identity Security Cloud (ISC) ISC Discussion and Questions
1

Hello Sailpoint,

I am getting the below error when I am requesting any Access profile or role in IDN Request Center. Though its generate task in ServiceNow to the particular group.

Request completed
sailpoint.connector.ConnectorException: [ ConnectorException ] [ Error details ] Request execution failed. Exception occurred while generating access token: Unable to generate access token. Response returned: {“error_description”:“access_denied”,“error”:“server_error”}

Could anyone share any thoughts, please?

Thanks a lot and really appreciated your kind help/assistance!

Regards
Raj

2

Hi @rajrout2024,

You have a problem with your servicenow generated access token it’s expire.

You must generate a new access token.

3

Hello Ousmane,

Appreciate your response. If it’s got expire, how it creates tickets in ServiceNow?

4

Did you use Service Desk integration ?

I yes could check if access is updated in source configuration and SNOW service desk configuration ?

5

Yes, we are using ServiceNow Service Desk integration.
Yes, the access is update in source configuration.

6

I have a quick question. Do you think, the error might be in the “Description” which I wrote in Apache VTL.

7

Hello Rajkishore,

I am facing this error on access-request submission using ServiceDesk integration. Request Center shows error as “sailpoint.connector.ConnectorException: null”. Log file shows error as “Request execution failed. Exception occurred while generating access token: Unable to generate access token. Response returned: java.net.SocketException: Connection reset”

Credentials entered in ServiceDesk integration are correct. I am using the default OOTB ServiceDesk configurations with no customizations. Can you pls share the list of configurations I need for ServiceDesk integration (e.g. ServiceNow source, rules etc.)

Appreciate in advance!

Regards,
RK

8

Hi @reshmi

Try re-entering client secret and password in SD integration.

I have experienced similar error recently just after doing any modification to ServiceDesk Integration.
Strange but it was observed that the password and client secret need to be updated again.

9

Hello Deepak,
I have been doing so, but it’s not resolved the issue permanently whenever I am doing any modification on Verbiages its reproducing same error then I have to update the client secret and password.

10

Hi @rajrout2024,

True, that is just a workaround. For permanent fix I think need to communicate this to SailPoint support.

Thanks.

11

Hello @rajrout2024 & @skdeepakrla,

I have tried re-entering password too but the error continues. As per connector pre-requisite, “A source must be setup between ServiceNow and SailPoint to aggregate and correlate ServiceNow users with SailPoint identities.”
Can you pls confirm how many integrations do I need to ServiceDesk to work?
Meaning should I create a Source using ServiceNow OOTB connector (i.e. ServiceNow Governance connector) & aggregate the data? Will this new source be then mapped to “Requester Source” field on my ServiceDesk integration (currently I have mapped my Authoritative Source here)?

With this I will have 1 ServiceNow source application (using ServiceNow Governance connector), 1 ServiceNow ServiceDesk integration, 1 Authoritative source & multiple applications which will utilize the ServiceNow ServiceDesk integration. Is this understanding correct?

I have raised this question with SailPoint Support as well & now awaiting their response too.

Regards,
RK

12

We are experiencing the same issue with the OOTB Service Now Service Desk Connector. We also have a ticket created with support. I believe something has changed within the API calls ISC is making to ServiceNow or inside of Service Now latest upgrade.

13

We were able to resolve our issues mysteriously. We switched to Basic Authentication generate a ticket, and then switch back to Oauth. We did this in two seperate ServiceNow environments. Hopefully this works for you.

14

Hello Austin,
I did try switching to Basic Authentication it does create ticket then switch back to OAuth 2.0 also kickup the ServiceNow ticket as well but whenever I make any modification on VTL script getting exceptions, so I need update exiting client secret and password.

15

Hello Rajkishore,

Can you pls confirm how many integrations is needed for ServiceDesk to work?
Meaning should I create a Source using ServiceNow OOTB connector (i.e. ServiceNow Governance connector) & aggregate the data? Will this new source be then mapped to “Requester Source” field on my ServiceDesk integration (currently I have mapped my Authoritative Source here)?

Thanks.

16

Hi Reshmi,
You can have multiple instances ServiceNow Service desk Integration as per your requirement, but your first instance will your default instance. You can add multiple sources to an instance to fulfill the provision action for the source with respective ticket. For each source we want to integrate with ServiceNow, verify that it is configured for provisioning. Make sure the item (Role/Access Profile/Entitlement) you have configure with source is requestable then user will have the visibility from the request center.

17

Hi All,

I think this is happening for everyone. For any changes made to script in Service desk integration, the password is being corrupted/removed causing the access denied error when a ticket is raised. Once we update the password it works fine again. We faced the same in our project in this week. Have anyone received any official response from SailPoint about this bug?

Regards,
Uday Kilambi

18

The issue came back and we were able to resolve again. I am wondering if a separate service account is required for each of the three different modules.

19

Hello Austin,

I am glad that you find a way to resolve this issue. Could you please help us to resolve it as well? Still, I am updating the client secret and password to avoid Connector Exception.

Regards
Rajkishore

20

You mentioned the VTL script. Are you referring to you modifying the plan?