Assets - Setting up ServiceNow Import configuration results with error "Could not connect to service"
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
After setting up ServiceNow Assets Import type, "Could not connect to service" error appears when testing the configuration.
The configuration cannot be saved and used to perform the import.
Environment
(Assets) Insight 8.x standalone
Jira Service Management Data Center with embedded Assets
Assets - ServiceNow integration plugin installed
Diagnosis
Analyzing collected HAR file from when the configuration was tested, reveals "400 Bad Request" response for URL
<baseURL>/rest/insight/1.0/import/module/test/insight-servicenow-import?objectSchemaId=xxIn some cases, the following error appears in the log:
12021-05-10 20:55:46,284+0200 http-nio-8080-exec-86 url: /rest/insight/1.0/import/module/test/insight-servicenow-import; user: admin WARN admin 1255x132674x1 6btcg3 xx.xxx.xxx.xxx,yy.yyy.yyy.yyy,127.0.0.1 /rest/insight/1.0/import/module/test/insight-servicenow-import [i.riada.rest.RestClient] Response Error 400 - Bad Request for https://<URL>/api/now/table/cmdb_ci_server/now/table/v_user_session?sysparm_display_value=true&sysparm_limit=1
Cause
The endpoint <URL>/api/now/table/v_user_session?sysparm_display_value=true&sysparm_limit=1 requires specific access privileges for the integration user to access it.
List of APIs used by the Service Now integration add-on
/now/table/alm_asset?sys_class_name=alm_asset /now/table/alm_consumable /now/table/alm_entitlement_asset /now/table/alm_entitlement_user /now/table/alm_hardware /now/table/alm_license /now/table/business_unit /now/table/cmdb_application_product_model /now/table/cmdb_ci_acc /now/table/cmdb_ci_aix_server /now/table/cmdb_ci_app_server_domino /now/table/cmdb_ci_app_server_java /now/table/cmdb_ci_app_server_jboss /now/table/cmdb_ci_app_server_tomcat /now/table/cmdb_ci_app_server_weblogic /now/table/cmdb_ci_app_server_websphere /now/table/cmdb_ci_cluster /now/table/cmdb_ci_cluster_node /now/table/cmdb_ci_cluster_resource /now/table/cmdb_ci_cluster_vip /now/table/cmdb_ci_comm /now/table/cmdb_ci_computer /now/table/cmdb_ci_computer_room /now/table/cmdb_ci_crac /now/table/cmdb_ci_database /now/table/cmdb_ci_datacenter /now/table/cmdb_ci_db_catalog /now/table/cmdb_ci_db_db2_instance /now/table/cmdb_ci_db_hbase_instance /now/table/cmdb_ci_db_instance /now/table/cmdb_ci_db_mongodb_instance /now/table/cmdb_ci_db_mssql_instance /now/table/cmdb_ci_db_mysql_instance /now/table/cmdb_ci_db_ora_instance" /now/table/cmdb_ci_db_postgresql_instance /now/table/cmdb_ci_db_syb_instance /now/table/cmdb_ci_esx_server /now/table/cmdb_ci_hpux_server /now/table/cmdb_ci_ip_network /now/table/cmdb_ci_lb /now/table/cmdb_ci_lb_appl /now/table/cmdb_ci_linux_server /now/table/cmdb_ci_netgear /now/table/cmdb_ci_netware_server /now/table/cmdb_ci_osx_server /now/table/cmdb_ci_outofband_device /now/table/cmdb_ci_peripheral /now/table/cmdb_ci_printer /now/table/cmdb_ci_rack /now/table/cmdb_ci_server /now/table/cmdb_ci_service /now/table/cmdb_ci_service_group /now/table/cmdb_ci_solaris_server /now/table/cmdb_ci_spkg /now/table/cmdb_ci_unix_server /now/table/cmdb_ci_ups /now/table/cmdb_ci_vpn /now/table/cmdb_ci_web_server /now/table/cmdb_ci_win_cluster /now/table/cmdb_ci_win_cluster_node /now/table/cmdb_ci_win_cluster_resource /now/table/cmdb_ci_win_server /now/table/cmdb_ci_zone /now/table/cmdb_consumable_product_model /now/table/cmdb_contract_product_model /now/table/cmdb_depreciation /now/table/cmdb_facility_product_model /now/table/cmdb_hardware_product_model /now/table/cmdb_ip_service /now/table/cmdb_model?sysparm_query=bundle=true /now/table/cmdb_model_category /now/table/cmdb_rel_ci?sysparm_fields=child&sysparm_query=parent={0} /now/table/cmdb_software_product_model /now/table/cmdb_sw_license_calculation /now/table/cmn_building /now/table/cmn_cost_center /now/table/cmn_department /now/table/cmn_location /now/table/core_company /now/table/ldap_server_config /now/table/sa_service_group_member?sysparm_fields=service_group&sysparm_query=service={0} /now/table/sc_cat_item /now/table/sc_cat_item_delivery_plan /now/table/sc_catalog /now/table/sc_category /now/table/sys_data_source /now/table/sys_group_has_role?sysparm_fields=role&sysparm_query=group={0} /now/table/sys_phone_territory /now/table/sys_transform_entry /now/table/sys_transform_map /now/table/sys_transform_script /now/table/sys_user /now/table/sys_user_grmember?sysparm_fields=group&sysparm_query=user={0} /now/table/sys_user_group /now/table/sys_user_group_type /now/table/sys_user_has_role?sysparm_fields=role&sysparm_query=user={0} /now/table/sys_user_role /now/table/v_user_session /now/table/vendor_type
Solution
As an integration user, please use the admin user who can access the given endpoint.
For more information and technical details, we would recommend you to raise a support request with the ServiceNow team.
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