Getting ServerNotFoundError when connecting to ServiceNow via proxy

[splunk4chrys]

Hi,
I deployed Splunk Add-on for ServiceNow (on Splunk 6.1.3 version) and when I try to configure the app to connect to ServiceNow URL, I get following error:
"ServerNotFoundError: Unable to find the server at https://mydomain.service-now.com"

Any idea how I can fix this issue.

Thanks

[nyfaisal]

we are having the same issue behind proxy. Every time I use the add-on set up page, it overwrites the local/service_now.conf file with empty entries, and times out. very frustrating, as the app does not attempt to authenticate to proxy (no traffic to proxy using tcpdump).

[splunk@~]$ more /opt/apps/splunk/etc/apps/Splunk_TA_snow/local/service_now.conf
[snow_account]
password =
url =
username =
release = Automatic

[snow_default]
collection_interval = 600
loglevel = ERROR

[snow_proxy]
proxy_enabled = 1
proxy_port = 9090
proxy_url =
proxy_password =
proxy_username =

[splunk4chrys]

Hi,
Here is my service_now.conf text (removed the actual names and ports)

[snow_account]
password = <encrypted>
url = https://myservername.service-now.com
username = <encrypted>
release = Fuji

[snow_default]
collection_interval = 600
loglevel = DEBUG

[snow_proxy]
proxy_enabled = 1
proxy_port = <proxy port>
proxy_url = <proxy server DNS name>
proxy_password =
proxy_username =

And this is what I get in the ta_snow_setup.log file:
2015-05-11 15:48:52,858 INFO 5320 - Detect ServiceNow release and verify credentials
2015-05-11 15:48:52,867 INFO 5320 - decrypting
2015-05-11 15:48:52,878 ERROR 5320 - Failed to validate ServiceNow account or detect release info. Please verify credentials, urls for ServiceNow and proxy, and try again. Reason=Traceback (most recent call last):
File "C:\SPLUNK\etc\apps\Splunk_TA_snow\bin\snow_setup.py", line 227, in detect_release
conf_mgr, config, self.appName, True)
File "C:\SPLUNK\etc\apps\Splunk_TA_snow\bin\snow_config.py", line 109, in fix_snow_release
fixed_release = SnowConfig.get_snow_release(defaults)
File "C:\SPLUNK\etc\apps\Splunk_TA_snow\bin\snow_config.py", line 165, in get_snow_release
raise Exception(msg)
Exception: Failed to get ServiceNow release information, reason=Traceback (most recent call last):
File "C:\SPLUNK\etc\apps\Splunk_TA_snow\bin\snow_config.py", line 160, in get_snow_release
resp, content = http.request(url)
File "C:\SPLUNK\etc\apps\Splunk_TA_snow\bin\httplib2__init.py", line 1593, in request
(response, content) = self._request(conn, authority, uri, request_uri, method, body, headers, redirections, cachekey)
File "C:\SPLUNK\etc\apps\Splunk_TA_snow\bin\httplib2__init.py", line 1335, in _request
(response, content) = self._conn_request(conn, request_uri, method, body, headers)
File "C:\SPLUNK\etc\apps\Splunk_TA_snow\bin\httplib2__init_.py", line 1263, in _conn_request
raise ServerNotFoundError("Unable to find the server at %s" % conn.host)
ServerNotFoundError: Unable to find the server at <masked_server_name>.service-now

I installed Splunk and the add-on on another test server and got same error. This test server has another application that connects successfully to ServiceNow using the same proxy server.

Thanks

[sbrice36]

Any update on this? I am getting the same error setting up my Splunk connection to SNOW. We do not have a Proxy server in the mix.

Encountered the following error while trying to update: In handler 'localapps': Error while posting to url=/servicesNS/nobody/Splunk_TA_snow/service_now_setup/snow_proxy/snow_proxy

[jcoates_splunk]

any time you're getting an error trying to post to a Splunk URL, it's probably about Splunk permissions or timing... if it's Windows, it's probably about timeouts.

[jcoates_splunk]

We've discovered a proxy issue in this Add-on through support tickets that we filed -- thanks, those of you who file support tickets for supported code! Now that we understand the issue, we'll post a fix to this Add-on shortly.

[hitesh_kanchan]

@joates We are using the below version for ServiceNow.
Splunk AddOn "Splunk_TA_snow 2.6.0"
Splunk App "snow_event_management 3.0"

Has the proxy issue been fixed in these versions as I face connection timeouts sometimes.

[s2_splunk]

So, if you are connecting to the internet via a proxy, did you configure your company's proxy details as documented?

[snow_proxy]

proxy_enabled Indicates whether connection to ServiceNow occurs through a proxy. Default is false.
proxy_url URL or IP address for the proxy connection. Invoked only if proxy_enabled is set to true.
proxy_port Port for the proxy connection. Invoked only if proxy_enabled is set to true.
proxy_username Username for the proxy connection. Invoked only if proxy_enabled is set to true.
proxy_password Password for the proxy connection. Invoked only if proxy_enabled is set to true.

[splunk4chrys]

And this is what I get in the ta_snow_setup.log file:
Failed to validate ServiceNow account or detect release info. Please verify credentials, urls for ServiceNow and proxy, and try again. Reason=Traceback (most recent call last):
File "C:SPLUNKetcappsSplunk_TA_snowbinsnow_setup.py", line 227, in _detect_release
conf_mgr, config, self.appName, True)
File "C:SPLUNKetcappsSplunk_TA_snowbinsnow_config.py", line 109, in fix_snow_release
fixed_release = SnowConfig.get_snow_release(defaults)
File "C:SPLUNKetcappsSplunk_TA_snowbinsnow_config.py", line 165, in get_snow_release
raise Exception(msg)
Exception: Failed to get ServiceNow release information, reason=Traceback (most recent call last):
File "C:SPLUNKetcappsSplunk_TA_snowbinsnow_config.py", line 160, in get_snow_release
resp, content = http.request(url)
File "C:SPLUNKetcappsSplunk_TA_snowbinhttplib2init.py", line 1593, in request
(response, content) = self._request(conn, authority, uri, request_uri, method, body, headers, redirections, cachekey)
File "C:SPLUNKetcappsSplunk_TA_snowbinhttplib2init.py", line 1335, in _request
(response, content) = self._conn_request(conn, request_uri, method, body, headers)
File "C:SPLUNKetcappsSplunk_TA_snowbinhttplib2init.py", line 1263, in _conn_request
raise ServerNotFoundError("Unable to find the server at %s" % conn.host)
ServerNotFoundError: Unable to find the server at <masked_server_name>.service-now

[splunk4chrys]

wireshark capture gave following error:
{"status": "ERROR", "msg": "Encountered the following error while trying to update: \n In handler 'localapps': Error while posting to url=/servicesNS/nobody/Splunk_TA_snow/service_now_setup/snow_proxy/snow_proxy"}

[splunk4chrys]

Hi,
Here is my service_now.conf text (removed the actual names and ports)

[snow_account]
password = <encrypted>
url = https://myservername.service-now.com
username = <encrypted>
release = Fuji

[snow_default]
collection_interval = 600
loglevel = DEBUG

[snow_proxy]
proxy_enabled = 1
proxy_port = <proxy port>
proxy_url = <proxy server DNS name>
proxy_password =
proxy_username =

Thanks

[s2_splunk]

mydomain.service-now.com is probably not an existing, valid name. Did you follow the installation instructions here to properly configure the Add-on?

[splunk4chrys]

Hi,
I replaced my actual server/domain name with "mydomain" string to hide the company name. The ServiceNow version I am trying to connect to is Fuji. The Add-On version is 2.6.0.

I get this error while performing the steps under "Set up the add-on using Splunk Web".

[s2_splunk]

It sounds like your configured service now server is just not resolved. Can you ping the server from a command prompt? Or just do an nslookup <yourdomain>.service-now.com and see if your Splunk machine has a valid DNS server configured and can resolve the name?

[splunk4chrys]

I cannot resolve the name from command line but when i manually access the servicenow site, it works fine. Proxy server does the name resolution for this external site.