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Issues with the Splunk ServiceNow add-on- Not creating incidents?

mark_cet
Path Finder

Hi everyone,

 

I am experiencing some issues with the ServiceNow add-on not creating incidents in ServiceNow. I was able to successfully add the ServiceNow account in Splunk and confirmed that the correct permissions have been granted to the account in ServiceNow.

 

When I try to create an incident for an episode in Splunk ITSI I receive the error:

"Unable to run the action snow_incident. Make sure the action is configured correctly and has all required fields. See the Activity tab of the episode for more information."

 

I checked the Activity log and found the following errors:

"Action="snow_incident" failed with the following error: None search failed for actionId=search..."

"Search command "snowincidentalert" failed to return an incident ID or URL. Check the add-on configuration and input parameters."

 

I also ran the following search as per the Splunk documentation:

eventtype=snow_ticket_error

 

And I see the error:

"ERROR pid=1 tid=MainThread file=snow_ticket.py:_do_event:182 | Failed to connect to https://companydev.service-now.com/https://companydev.service-now.com, error=Traceback (most recent call last):..."

 

I'm not sure why the URL is listed twice in the error. I am able to connect and login to the URL with the account used in Splunk.

 

Has anyone else run into an issue like this before?

 

Thanks.

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