ServiceNow RITMS not generating

IdentityIQ (IIQ) IIQ Discussion and Questions
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2025-05-05T21:17:03,983 ERROR https-jsse-nio-8443-exec-9 openconnector.connector.servicedesk.ServiceDeskConnector:1173 - Ticket creation failed. Request: {“items”:[{“variables”:{“short_description”:“IdentityIQ Access Request 0004077450 for AWONG10”,“assignment_group”:“9cbd14230f777200d67a348ce1050ed3”,“opened_by”:“a55add781b9d34181c65773bdc4bcba6”,“req_description”:“Service Request created by Service Integration Module (SIM) - IdentityIQ for ServiceNow Service Desk”,“description”:"For username, AWONG10 \n Create Account on application Oracle Financials \n Add ROLENAME: General Ledger Custom : BURL XXGLC General Ledger Inquiry \n Add ROLENAME: Payables Custom : BURL Expenses AP Inquiry \n Add ROLENAME: BSI Custom Application : Noetix Views Cognos User \n Add ROLENAME: Projects : BURL Projects Inquiry \n ",“requested_for”:“2142c9ef134963049dd876d66144b0a3”,“category”:“Creation”,“tracking_id”:“4623d7657b9c418b9082654cced23307”,“affected_ci”:“Oracle Financials”},“sysparm_id”:“8053818edbffb300e90690b3db9619c4”}]}
openconnector.ConnectionFailedException: [ ConnectionFailedException ]
[ Possible suggestions ] a) Ensure that the IT Service Desk System is up and running. b) Ensure that the connection between the Identity Server and IT Service Desk System is stable.
[ Error details ] Request execution failed. sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Share all details about your problem, including any error messages you may have received.

2025-05-05T21:17:03,983 ERROR https-jsse-nio-8443-exec-9 openconnector.connector.servicedesk.ServiceDeskConnector:1173 - Ticket creation failed. Request: {“items”:[{“variables”:{“short_description”:“IdentityIQ Access Request 0004077450 for AWONG10”,“assignment_group”:“9cbd14230f777200d67a348ce1050ed3”,“opened_by”:“a55add781b9d34181c65773bdc4bcba6”,“req_description”:“Service Request created by Service Integration Module (SIM) - IdentityIQ for ServiceNow Service Desk”,“description”:"For username, AWONG10 \n Create Account on application Oracle Financials \n Add ROLENAME: General Ledger Custom : BURL XXGLC General Ledger Inquiry \n Add ROLENAME: Payables Custom : BURL Expenses AP Inquiry \n Add ROLENAME: BSI Custom Application : Noetix Views Cognos User \n Add ROLENAME: Projects : BURL Projects Inquiry \n ",“requested_for”:“2142c9ef134963049dd876d66144b0a3”,“category”:“Creation”,“tracking_id”:“4623d7657b9c418b9082654cced23307”,“affected_ci”:“Oracle Financials”},“sysparm_id”:“8053818edbffb300e90690b3db9619c4”}]}
openconnector.ConnectionFailedException: [ ConnectionFailedException ]
[ Possible suggestions ] a) Ensure that the IT Service Desk System is up and running. b) Ensure that the connection between the Identity Server and IT Service Desk System is stable.
[ Error details ] Request execution failed. sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

We are trying to request an access through SailPoint for disconnected application, it should generate an RITMS but were getting an error above.

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hi @pbobadil

Based on the error message you provided, line: “PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException” the issue your encountering when trying to generate an RITM (Request Item) in ServiceNow from IIQ is related to SSL/TLS certificate validation .

Probably Steps to resolve the SSL certificate issue:

  1. Export the SSL cert from the ServiceNow instance via browser (padlock icon → export as .cer or .pem).
  2. Import it into Java truststore used by IIQ using:
    keytool -import -alias servicenow-cert -file servicenow.cer -keystore $JAVA_HOME/lib/security/cacerts -storepass changeit
  3. Restart the IIQ app server to apply changes.
  4. Verify connectivity using curl or a Java test.
  5. Check network/proxy settings to ensure IIQ can reach ServiceNow.
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