Troubleshoot a ServiceNow data source
Use this page to diagnose common issues with ServiceNow authentication and syncing.
Authentication and API access errors
The following table describes common authentication and API access errors, their likely causes, and how to fix them.
| Symptom | Likely cause | Fix |
|---|---|---|
| The Table API returns HTTP 401 even though the token request succeeds. | The Inbound Authentication Profile is not linked to the REST API Access Policy, or the Allow Access Policy was not added to the profile. | Verify both sides of the API access policy configuration. See Step 6: Configure API access policies. |
| Sync completes but reports 0 documents crawled. | The service account has the basic knowledge or
catalog role instead of knowledge_admin
or catalog_admin. |
Assign knowledge_admin and
catalog_admin to the service account. See Step 3: Assign service account roles. |
| Token request fails, or the connector cannot reach your instance. | The glide.oauth.inbound.client.credential.grant_type.enabled
system property is not set to true, or the instance
is not reachable from AWS. |
Verify the system property and network connectivity. See Step 1: Enable client credentials grant type. |
Sync performance
The following table describes a common sync performance issue and how to resolve it.
| Symptom | Likely cause | Fix |
|---|---|---|
| Sync takes hours on large instances. | No catalog ID filtering is configured, so the connector crawls all active catalog items (100,000 or more on enterprise instances). | Use serviceCatalogFilter (with
inclusionServiceCatalogSysIds) in
filterConfiguration to scope the crawl to specific
service catalogs. See Connector parameters. |
