ServiceNow Service Desk

Identity Security Cloud (ISC) ISC Discussion and Questions
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We have the SailPoint ServiceNow Service Desk connector configured in our tenants. It has been working perfectly until the beginning on May when we began to receive the below error. No changes to the service account password occurred, however, we re-entered the password and the issue was resolved. The issue has resurfaced again. No change to the password. Re-entered the password and one identity processed successfully then the same error occurred for other identities.

sailpoint.connector.InvalidConfigurationException: [ InvalidConfigurationException ]
[ Possible suggestions ] a) Ensure that the configuration details are correct. b) Ensure that the user is active on the IT Service Desk System. c) For OAuth2, ensure that the access/refresh token is valid or has not expired on the IT Service Desk System.
[ Error details ] Authentication failed. Status: 401 , Output: {“error”:{“message”:“User Not Authenticated”,“detail”:“Required to provide Auth information”},“status”:“failure”}

Has anyone experienced this and know what the root cause is or resolved it permanently?

Thanks much!

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Hi @RArroyo,

Saw a similar thread. May be it’s worth opening a support ticket as it looks like the issue is not isolated to your system.

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Thank you Jesvin, I posted on that thread. I really appreciate your direction. Thank you.

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Hi Renee, were you able to get this issue resolved?

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Hi @sumit_sephora ,

Are you facing the similar issue?

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Hi Sumit, it is not resolved, however, we know how to manage the issue for now. Anytime you open the Service Desk integration, you have to re-enter the service account password whether you make a change or not. This is definitely a bug that began a couple of weeks ago.

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