ServiceNow Rest Connection - Ticket Creation

[Naveen_Talanos]

Hi Experts,

Please help.

I am trying to configure ServiceNow REST connection. I want to use ServiceNow to create tickets.

But getting below in logs

Below is my connection JSON:

{
    "authentications": {
        "acctAuth": {
            "authType": "oauth2",
            "httpHeaders": {
                "Content-Type": "application/x-www-form-urlencoded"
            },
            "authError": [
                "access_denied",
                " 401",
                " server_error"
            ],
            "url": "https://client.service-now.com/oauth_token.do",
            "httpMethod": "POST",
            "httpContentType": "application/x-www-form-urlencoded",
            "errorPath": "error_description",
            "maxRefreshTryCount": 5,
            "tokenResponsePath": "access_token",
            "tokenType": "Bearer",
            "authHeaderName": "Authorization",
            "accessToken": "Bearer _nsaXXXXXXXXXXXXX-cchw",
            "httpParams": {
                "password": "0KXXXXXXXXXXXXXX45r",
                "grant_type": "password",
                "client_secret": "8XXXXXXXU",
                "client_id": "ad4YYYYYYYYYYYY90YY",
                "username": "saviynt_user"
            },
            "retryFailureStatusCode": [
                401
            ]
        }
    }
}

Below is my CreateTIcket JSON

{
  "call": [
    {
      "name": "call1",
      "connection": "userAuth",
      "url": "https://client.service-now.com/api/quich/saviynt",
      "httpMethod": "POST",
      "httpParams": "{\"first_name\":\"Naveen\",\"last_name\":\"Sharma\",\"email\":\"test.service@client.com\",\"application\":\"ABC\",\"action\":\"remove\"}",
      "httpHeaders": {
        "Authorization": "${access_token}"},
      "httpContentType": "application/json",
      "ticketidPath": "result.request_item",
      "ticketStatusPath": "result.status",
      "ticketStatusValue": [
        "success",
        "OPEN",
        "open"      ],
      "successResponses": {
        "statusCode": [
          200,
          201
        ]
      }
    }
  ]
}

Please note that it works fine in Postman

Regards

Naveen

@rushikeshvartak #ServiceNow 

[SumathiSomala]

@Naveen_Talanos FYI ,Connection name should same in every JSON. please correct it and try

"authentications": {
"acctAuth": {

"connection": "userAuth",

[Naveen_Talanos]

Thanks @SumathiSomala for your reply.

That was my typo while creating this thread. In the system connection is "acctAuth"

The error is with connection mentioned as "acctAuth"

Regards

Naveen

[rushikeshvartak]

Please share postman screenshot and curl command [Refer https://codingnconcepts.com/postman/how-to-generate-curl-command-from-postman/ ]



⚠️‼️‼️Do not upload any attachments that contain sensitive information, such as IP Addresses, URLs, Company/Employee Names, Email Addresses, etc.‼️‼️⚠️

[Naveen_Talanos]

Hi @rushikeshvartak 
Thanks for your reply

curl --location 'https://clientdev.service-now.com/oauth_token.do' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--header 'Cookie: BIGipServerpool_clientdev=de78XXXXXXXXXXXXXX1d0b28; JSESSIONID=06E0D61XXXXXXX6AECF017; glide_node_id_for_js=f45axxxxxxxxxxxxxxc0a98e8363ac61dad92a37df6e57065c4; glide_user_route=glide.a587880bxxxxxxxxx036aa31d66313' \
--data-urlencode 'username=XXXXX_rest' \
--data-urlencode 'password=XXXXXXXXXXXXX' \
--data-urlencode 'client_id=XXXXXX' \
--data-urlencode 'client_secret=XXXXXX' \
--data-urlencode 'grant_type=password'

Regards

Naveen

[rushikeshvartak]

Are you able toc create ticket from postman ? If yes share screenshot. as per above screenshot scope is useraccount

[Naveen_Talanos]

Hi @rushikeshvartak 

ServiceNow team has created a function and exposed as REST. I do get a ticket number back.
Should the scope be different to useraccount?

Regards

Naveen

[rushikeshvartak]

Share curl

[Naveen_Talanos]

curl --location 'https://client.service-now.com/api/quich/saviynt' \
--header 'Content-Type: application/json' \
--header 'Authorization: Bearer mXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXxgw_kPw' \
--header 'Cookie: BIGipServerpool_quilterdev=de7855XXXXXXXXXXX0b28; JSESSIONID=A3EF7EXXXXXXXXX0049B79; glide_node_id_for_js=f45axxxxxxxxxxxxxxxxxxxxxxxxxxxx1dad92a37df6e57065c4; glide_session_store=F36XXXXXXXXXXXXXXXXXXXFD9AAEEFDC0D; glide_user_route=glide.a587880bb211111111111d66313' \
--data-raw '{
"first_name": "Naveen",
"last_name": "LastN",
"email":"c.in@client.com",
"application": "ABC",
"action_date": "18/07/2024",
"action": "remove"
}'

[rushikeshvartak]

Common Reasons

1. Incorrect Endpoint: The URI might be incorrect or malformed.
2. Missing Resource: The resource you are trying to access does not exist.
3. Permissions Issue: The user making the request might not have the necessary permissions.
4. Incorrect Instance: Ensure you are making the request to the correct ServiceNow instance.
5. Endpoint Configuration: There could be an issue with the way the endpoint is configured.

[Naveen_Talanos]

Thanks for reply @rushikeshvartak 
But do you think any of these will be a reason when I am getting response from Postman?

Could you guide on below?
1. Which password is this looking for? 
PARENT.ADMIN is missing :: skipping token generation
PARENT.PWD is missing :: skipping token generation

2. In access token in Connection JSON, do I put access_token or refresh_token? And should it have "Bearer" before the token?

 "accessToken": "Bearer _nsaXXXXXXguNNxKaiD-cchw",

Regards

Naveen

[rushikeshvartak]

Does token is static or dynamic  ?

[Naveen_Talanos]

Refresh token is same every time I generate it.

[rushikeshvartak]

Try

{
  "authentications": {
    "userAuth": {
      "authType": "oauth2",
      "url": "https://<domain name>/oauth_token.do",
      "httpParams": {
        "password": "<password>",
        "grant_type": "password",
        "scope": "useraccount",
        "client_id": "<client id>",
        "client_secret": "<client secret>",
        "username": "<username>"      },
      "httpHeaders": {
        "Content-Type": "application/x-www-form-urlencoded"      },
      "authError": [
        "InvalidAuthenticationToken"      ],
      "httpMethod": "POST",
      "httpContentType": "application/x-www-form-urlencoded",
      "errorPath": "error.code",
      "maxRefreshTryCount": 5,
      "tokenResponsePath": "access_token",
      "tokenType": "Bearer",
      "retryFailureStatusCode": [
        401
      ],
      "accessToken": "Bearer token"    }
  }
}

[Naveen_Talanos]

Hi @rushikeshvartak 

Still the same

Regards

Naveen

[Naveen_Talanos · Accepted solution]

@rushikeshvartak I am able to create ticket from Saviynt now.

I had extra "/" in my URL in CreateTicketJSON that was giving "

Requested URI does not represent any resource" error. I was able to replicate the issue in Postman.

Removing the extra "/" fixed the issue.

Really appreciate your help.

Regards,

Naveen

[rushikeshvartak]

Great you can accept solution to help others

[SumathiSomala]

@Naveen_Talanos Update the scope in httpParams

"httpParams": {

        "password": "<password>",

        "grant_type": "password",

        "scope": "useraccount",

        "client_id": "<client id>",

        "client_secret": "<client secret>",

        "username": "<username>"      },

[Naveen_Talanos]

Hi @SumathiSomala 

Still the same error

Updated JSON

{
    "authentications": {
        "acctAuth": {
            "authType": "oauth2",
            "httpHeaders": {
                "Content-Type": "application/x-www-form-urlencoded"
            },
            "authError": [
                "access_denied",
                " 401",
                " server_error"
            ],
            "url": "https://client.service-now.com/oauth_token.do",
            "httpMethod": "POST",
            "httpContentType": "application/x-www-form-urlencoded",
            "errorPath": "error_description",
            "maxRefreshTryCount": 5,
            "tokenResponsePath": "access_token",
            "tokenType": "Bearer",
            "authHeaderName": "Authorization",
            "accessToken": "Bearer _XXXXXXXXXXXXXXXXXguNNxKaiD-XXXw",
            "httpParams": {
                "password": "0XXXXXXXXXXXXXXXXXXXxx",
                "grant_type": "password",
                "client_secret": "XXXXXXXXXX",
                "client_id": "aXXXXXXXXXXXXXXb0",
                "username": "XXXX_rest",
                "scope": "useraccount"
            },
            "retryFailureStatusCode": [
                401
            ]
        }
    }
}

Regards

Naveen

[Naveen_Talanos]

-- Correction --
Below is my CreateTIcket JSON (updated connection)

{
  "call": [
    {
      "name": "call1",
      "connection": "acctAuth",
      "url": "https://client.service-now.com/api/quich/saviynt",
      "httpMethod": "POST",
      "httpParams": "{\"first_name\":\"Naveen\",\"last_name\":\"Sharma\",\"email\":\"test.service@client.com\",\"application\":\"ABC\",\"action\":\"remove\"}",
      "httpHeaders": {
        "Authorization": "${access_token}"},
      "httpContentType": "application/json",
      "ticketidPath": "result.request_item",
      "ticketStatusPath": "result.status",
      "ticketStatusValue": [
        "success",
        "OPEN",
        "open"      ],
      "successResponses": {
        "statusCode": [
          200,
          201
        ]
      }
    }
  ]
}