Troubleshooting the ServiceNow adapter

This section lists the error messages and problems specific to the BMC Atrium Orchestrator Application Adapter for Service Now.


Message: ERROR ServiceNowActorAdapterConfig: Failed to connect the web server. Possible errors:

  1. No network connection
  2. Invalid value to config element: target
  3. Invalid value to config element: port
  4. The web service is not running at the location referred by targeted host and port
  5. Invalid web service is running at the location referred by targeted host and port
  6. Authentication in config file is not valid.

    This error is displayed in the grid logs.

Explanation: The value of the <target> element in configuration is incorrect.

Resolution: Check whether correct value for the <target> element is used in the configuration.



Message:ERROR ServiceNowActorAdapterConfig : Error: The server sent HTTP status code 401: Unauthorized.

This error is displayed in the grid logs.

Explanation: The value of <user-name> and <password> in configuration is incorrect or unauthorized.

Resolution: Verify whether appropriate user name and password is provided in the adapter configuration.



Message:401 Unauthorized error in logs.

This error is displayed in the grid logs.

Explanation: Basic Authorization is enabled in Service-now application.

Resolution: Disable Basic Authorization in Service-now application.

To disable Basic Authorization go to System Web Services > Properties > Require basic authorization for incoming SOAP requests > Disable.

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