ServiceNow - Troubleshooting

You can use HTTP status codes to troubleshoot issues when using the plug-in. Status codes are displayed in the console. For more information on status codes, see the REST API topic in the ServiceNow documentation.

ServiceNow Administrators

  1. Ensure that you have REST access in ServiceNow. If you do not have REST access, complete the following steps:
  2. Click User Administration > Users.
  3. Click your user record. The user record opens.
  4. In the Roles related list, click Edit.
  5. Select rest_service.
  6. Click Add.
  7. Click Save.
  8. Ensure that the user account has table access. To learn more about table access, see the REST API topic in the ServiceNow documentation.

IBM UrbanCode Deploy Administrators

  1. Test using the REST API Explorer.
  2. Click System Web Services > REST API Explorer.
  3. Select Table API from the drop-down list.
  4. Under Table API, select v1 from the drop-down list.
  5. Under v1, click Retrieve Records from a table (GET).
  6. In the Prepare request section, configure the following fields.
  7. In the Request Format list, select JSON.
  8. In the Response Format list, select JSON.
  9. In the Authorization list, select Send as another user.
  10. In the User Name field under Basic Authorization, type your user name.
  11. In the Password field under Basic Authorization, type your password.
  12. In the tableName list, select change_request.
  13. Click Change > All.
  14. Ensure that there is at least one change request. If there is not a change request, take the following steps:
  15. Click Change > Create new.
  16. Click Submit.
  17. Close the page.
  18. Click Send.
  19. The Request and Response sections are displayed. Record the URL and header information in the Request section. You will need use the URL and header information in the following troubleshooting steps.
  20. If the Status code is not 200 OK, the test was unsuccessful. If the test did not succeed, doublecheck the previous steps and run the test again. If the test fails a second time, continue on to the second test.
  21. Leave the page with the Request and Response sections open.

  22. Test using the curl command. If this test works, then the plug-in should work.

  23. Open a text editor and type your username and password in the following format: username:password
  24. Save the file without a file extension.
  25. Use the following openssl command to encode the file in Base64 format: openssl enc -base64 -in full_path_of_the_text_file -out full_path_of_new_encoded_file
  26. Open the encoded file in a text editor and remove any newline characters, so that the text is continuous.
  27. Create a new process with a Shell step.

  28. Use the curl command to create a request similar to the following example. Use the URL and headers from the previous test.curl *URL\_from\_previous\_test* --header "Accept:application/json" --request GET --header "Content-Type :application/json " --header "Authorization: Base *Base64\_encoded\_username:password\_text*"

  29. Optionally, to add a proxy, add the argument –proxy [protocol://][user:password@]proxyhost[:port] to the end of the curl command.
  30. Save the process, and then run the process using the same resource and agent that the ServiceNow step uses.
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