Views:

Cannot sync update from ServiceNow to Case Management

Problem: Communication between ServiceNow and Case Management appears to only work in one direction. For example, an update made to a ServiceNow ticket does not appear in Case Management.
Perform the following:

Procedure

  1. In ServiceNow, go to TrendAI Vision One™ Connector → Properties and verify that the TrendAI Vision One™ API endpoint URL and TrendAI Vision One™ API authentication token are filled.
    • If empty, provide the corresponding information.
    • If filled, continue to the next step.
  2. Update the case in ServiceNow then look for the update in the TrendAI Vision One™ case.
    • If the update appears in both ServiceNow and TrendAI Vision One™, you can stop here.
    • If the update does not appear in both ServiceNow and TrendAI Vision One™, continue to the next step.
  3. Check the system log at TrendAI Vision One™ Connector → System Logs.
  4. If you see the below message in the log, select Enable Case Management Integration to sync ServiceNow to TrendAI Vision One™.
    Case notes updated successfully. Note: Changes are not synced back to 
                                TrendAI Vision One™ when sync is disabled or when you use the API to do changes.
  5. If you see the below message in the log, the token is not valid.
    Unable to sync case to 
                                TrendAI Vision One™. (HTTP status code:401; Trace ID: d8edd0ce-578b-432e-b927-6ad68092d16a, Response: {"error":{"innererror":{"code":"InvalidToken","service":"svp"},"code":"InvalidCredentials","message":"Invalid token, Authentication fail:Verification failed"}})
    1. Generate the token from TrendAI Vision One™.
      1. In TrendAI Vision One™, go to Workflow and Automation → Third-Party Integration.
      2. Select TrendAI Vision One™ for ServiceNow Ticketing System.
      3. Click Manage API Key.
      4. Click Generate Token.
      5. Copy the generated authentication token.
    2. Update the new token in ServiceNow.
      1. In ServiceNow, go to TrendAI Vision One™ Connector → Properties.
      2. Under Case Management Integration, paste the authentication token.
      3. Click Save.