Connection timed out for ServiceNow

[manugupta]

We are trying to integrate ServiceNow (managed application) with Saviynt (v23.2) using the OOTB connector. However, the import is failing and in the logs we can see the responseText as "Cannot process the URL" Followed by URL, connection timed out, HTTP 408. The APIs are working from Postman.

[NM]

Hi @manugupta can you send the import json?

[manugupta]

{
  "accountParams": {
    "connection": "userAuth",
    "processingType": "SequentialAndIterative",
    "call": {
      "call1": {
        "callOrder": 0,
        "stageNumber": 0,
        "http": {
          "url": "https://<domain name>/api/now/table/sys_user?sysparm_limit=100",
          "httpHeaders": {
            "Authorization": "${access_token}"
          },
          "httpContentType": "application/x-www-form-urlencoded",
          "httpMethod": "GET"
        },
        "statusConfig": {
          "active": "true",
          "inactive": "false"
        },
        "listField": "result",
        "keyField": "accountID",
        "colsToPropsMap": {
          "customproperty1": "employee_number~#~char",
          "CUSTOMPROPERTY2": "last_name~#~char",
          "customproperty3": "name~#~char",
          "CUSTOMPROPERTY4": "first_name~#~char",
          "CUSTOMPROPERTY5": "department~#~char",
          "CUSTOMPROPERTY6": "location~#~char",
          "CUSTOMPROPERTY7": "email~#~char",
          "CUSTOMPROPERTY8": "manager~#~char",
          "CUSTOMPROPERTY9": "country~#~char",
          "CUSTOMPROPERTY10": "phone~#~char",
          "CUSTOMPROPERTY11": "title~#~char",
          "name": "user_name~#~char",
          "status": "active~#~char",
          "accountID": "sys_id~#~char"
        },
        "pagination": {
          "nextUrl": {
            "nextUrlPath": "${headers?.Link?.split(';')?.size()==5?headers?.Link?.split(';')[2]?.replace('rel=\"prev\",<', '')?.replace('>','')?.trim():headers?.Link?.split(';')?.size()==4 && headers?.Link?.split(';')[2].contains('rel=\"next\",<')?headers?.Link?.split(';')[1]?.replace('rel=\"first\",<', '')?.replace('>','')?.trim():null}"
          }
        }
      }
    }
  },
  "entitlementParams": {
    "processingType": "SequentialAndIterative",
    "entTypes": {
      "Group": {
        "entTypeOrder": 0,
        "entTypeLabels": {},
        "call": {
          "call1": {
            "connection": "userAuth",
            "callOrder": 0,
            "stageNumber": 0,
            "http": {
              "httpHeaders": {
                "Authorization": "${access_token}"
              },
              "url": "https://<domain name>/api/now/table/sys_user_group",
              "httpContentType": "application/json",
              "httpMethod": "GET"
            },
            "statusConfig": {
              "active": "true",
              "inactive": "false"
            },
            "listField": "result",
            "keyField": "entitlementID",
            "colsToPropsMap": {
              "entitlementID": "sys_id~#~char",
              "description": "description~#~char",
              "entitlement_value": "name~#~char",
              "displayname": "name~#~char",
              "status": "active~#~char",
              "updatedate": "sys_updated_on~#~char"
            }
          }
        },
        "entMappings": {
          "Group": {
            "listPath": "parent",
            "idPath": "value",
            "idColumn": "entitlementID",
            "mappingTypes": [
              "ENTMAP"
            ]
          }
        }
      },
      "Roles": {
        "entTypeOrder": 1,
        "entTypeLabels": {},
        "call": {
          "call1": {
            "connection": "userAuth",
            "callOrder": 0,
            "stageNumber": 0,
            "http": {
              "httpHeaders": {
                "Authorization": "${access_token}"
              },
              "url": "https://<domain name>/api/now/table/sys_user_role",
              "httpContentType": "application/json",
              "httpMethod": "GET"
            },
            "listField": "result",
            "keyField": "entitlementID",
            "colsToPropsMap": {
              "description": "description~#~char",
              "customproperty3": "elevated_privilege~#~char",
              "entitlementID": "sys_id~#~char",
              "entitlement_Value": "name~#~char",
              "displayname": "sys_name~#~char"
            }
          }
        }
      }
    }
  },
  "acctEntParams": {
    "entTypes": {
      "Group": {
        "call": {
          "call1": {
            "connection": "userAuth",
            "processingType": "http",
            "http": {
              "url": "https://<domain name>/api/now/v1/table/sys_user_grmember?sysparm_limit=10000",
              "httpContentType": "application/json",
              "httpMethod": "GET",
              "httpHeaders": {
                "Authorization": "${access_token}"
              }
            },
            "listField": "result",
            "acctKeyField": "accountID",
            "entKeyField": "entitlementID",
            "acctIdPath": "user.value",
            "entIdPath": "group.value",
            "pagination": {
              "nextUrl": {
                "nextUrlPath": "${headers?.Link?.split(';')?.size()==5?headers?.Link?.split(';')[2]?.replace('rel=\"prev\",<', '')?.replace('>','')?.trim():headers?.Link?.split(';')?.size()==4 && headers?.Link?.split(';')[2].contains('rel=\"next\",<')?headers?.Link?.split(';')[1]?.replace('rel=\"first\",<', '')?.replace('>','')?.trim():null}"
              }
            }
          }
        }
      },
      "Roles": {
        "call": {
          "call1": {
            "connection": "userAuth",
            "processingType": "http",
            "http": {
              "url": "https://<domain name>/api/now/table/sys_user_has_role?sysparm_limit=10000",
              "httpContentType": "application/json",
              "httpMethod": "GET",
              "httpHeaders": {
                "Authorization": "${access_token}"
              }
            },
            "listField": "result",
            "acctKeyField": "accountID",
            "entKeyField": "entitlementID",
            "acctIdPath": "user.value",
            "entIdPath": "role.value",
            "pagination": {
              "nextUrl": {
                "nextUrlPath": "${headers?.Link?.split(';')?.size()==5?headers?.Link?.split(';')[2]?.replace('rel=\"prev\",<', '')?.replace('>','')?.trim():headers?.Link?.split(';')?.size()==4 && headers?.Link?.split(';')[2].contains('rel=\"next\",<')?headers?.Link?.split(';')[1]?.replace('rel=\"first\",<', '')?.replace('>','')?.trim():null}"
              }
            }
          }
        }
      }
    }
  }
}

[rushikeshvartak]

HTTP 408 - Is due to

• Long-Running Request: If a request takes too long to process, the server might time out. This could be due to a complex query or an issue with the server's performance.

• Network Issues: Problems with the network connection between the client and the server can also lead to this error. This could include issues with the client's internet connection or network congestion.

• Server Overload: The server might be overloaded with requests or experiencing performance issues, leading to timeouts.

• Configuration Issues: There could be misconfigurations in the ServiceNow instance or related components, such as proxy settings or timeout configurations.

Does your connection is working ? Share connection JSON and logs

[stalluri]

@manugupta 

• Server response timeout/network 
• Can you share the connection Json and logs in Text file after running the job.

[manugupta]

Connection JSON and Logs are attached.

[rushikeshvartak]

It seems you are adding wrong url in json

[manugupta]

I validated; the URLs are correct. In the logs, I explicitly modified it to a different value.

[rushikeshvartak]

You have network connectivity issue from saviynt to snow check with network team

[stalluri]

@manugupta 
Can you please use this JSON and test it out?

{
    "authentications": {
        "userAuth": {
            "authType": "oauth2",
            "httpHeaders": {
                "Content-Type": "application/x-www-form-urlencoded"
            },
            "authError": [
                "InvalidAuthenticationToken"
            ],
            "url": "https://XXXXX.service-now.com/oauth_token.do",
            "httpMethod": "POST",
            "httpContentType": "application/x-www-form-urlencoded",
            "errorPath": "error.code",
            "maxRefreshTryCount": 5,
            "tokenResponsePath": "access_token",
            "tokenType": "Bearer",
            "authHeaderName": "Authorization",
            "accessToken": "ABC",
            "httpParams": {
                "password": "XXXXXX",
                "grant_type": "password",
                "scope": "useraccount",
                "client_secret": "XXXXXXX(",
                "client_id": "XXXXXXXX",
                "username": "XXXXXXX"
            },
            "retryFailureStatusCode": [
                401
            ]
        }
    }
}

[manugupta]

I tried this but still no luck, we are trying to work with Saviynt. Will keep you posted if I hear something within this week.