Http 403 error in servicenow gateway

[Ananya1]

Hi,

We have servicenow integration with Netcool Omnibus  for incident creation,

But we are getting the below error in servicenow gateway logs and incidents are not getting generated.

Debug: [Request consumer 2:org.apache.commons.httpclient.HttpParser] enter HeaderParser.parseHeaders(InputStream, String)
20/06/15 00:19:07: Debug: [Request consumer 2:org.apache.commons.httpclient.HttpParser] enter HttpParser.readLine(InputStream, String)
20/06/15 00:19:07: Debug: [Request consumer 2:org.apache.commons.httpclient.HttpParser] enter HttpParser.readRawLine()
20/06/15 00:19:07: Debug: [Request consumer 2:httpclient.wire.content] << "[\r]"
20/06/15 00:19:07: Debug: [Request consumer 2:httpclient.wire.content] << "[\n]"
20/06/15 00:19:07: Debug: [Request consumer 2:httpclient.wire.header] << "[\r][\n]"
20/06/15 00:19:07: Debug: [Request consumer 2:org.apache.commons.httpclient.HttpMethodBase] Resorting to protocol version default close connection policy
20/06/15 00:19:07: Debug: [Request consumer 2:org.apache.commons.httpclient.HttpMethodBase] Should NOT close connection, using HTTP/1.1
20/06/15 00:19:07: Debug: [Request consumer 2:org.apache.commons.httpclient.HttpConnection] enter HttpConnection.isResponseAvailable()
20/06/15 00:19:07: Debug: [Request consumer 2:org.apache.commons.httpclient.HttpConnection] enter HttpConnection.releaseConnection()
20/06/15 00:19:07: Debug: [Request consumer 2:org.apache.commons.httpclient.HttpConnection] Releasing connection back to connection manager.
20/06/15 00:19:07: Debug: [Request consumer 2] REST PUT status: 403
20/06/15 00:19:07: Debug: [Request consumer 2] REST BODY No Rest Response Data
20/06/15 00:19:07: Debug: [Request consumer 2] HTTP Header X-Total-Count not present.
20/06/15 00:19:07: Error: [Request consumer 2] Update failed: ticket update was forbidden by ServiceNow.
20/06/15 00:19:07: Debug: [Request consumer 2] ackSAF: S:fc4c2916cf86f92c9272194a57b829b323a4ab87
20/06/15 00:19:07: Debug: [Request consumer 2] Alert [OMNI_LR,623827851]: updating with ServiceNowErrorCode 2
20/06/15 00:19:07: Error: [Request consumer 2] Request failed
20/06/15 00:19:07: Debug: [Request consumer 15:httpclient.wire.header] << "HTTP/1.1 403 Forbidden[\r][\n]"
20/06/15 00:19:07: Debug: [Request consumer 15:httpclient.wire.header] << "HTTP/1.1 403 Forbidden[\r][\n]"
20/06/15 00:19:07: Debug: [Request consumer 15:org.apache.commons.httpclient.HttpMethodBase] enter HttpMethodBase.readResponseHeaders(HttpState,HttpConnection)

Can anybody please help me on this error,  why is this happening?

[MrMuhammad]

Hi Ananya,

The Status code 403 means your request is understood by the client by server will not let you process due to insufficient privileges or roles. Make sure your API service account must have below roles in order to write/create incident in Servicenow.

• rest_service
• web_service_admin
• itil

Please mark this accepted & helpful if it answered your question.

Thanks & Regards,

Sharjeel

[semonbright]

This error indicates that the server has determined that you are not allowed access to the thing you've requested, either on purpose or due to a misconfiguration . It's probably because the site owner has limited access to it and you don't have permission to view it. The vast majority of the time, there's not much you can do to fix things on your (*client) end. There are four common causes for 403 Forbidden error (server side) . Here they are listed from most likely to least likely:

• An empty website directory
• No index page
• Incorrect settings in the .htaccess file
• Permission / Ownership error

If authentication credentials were provided in the request, the server considers them insufficient to grant access. The client SHOULD NOT automatically repeat the request with the same credentials. The client MAY repeat the request with new or different credentials. However, a request might be forbidden for reasons unrelated to the credentials.