Integration user getting locked out repeatedly – REST API calls from SolarWinds failing with “User i

[SunilkumarP1632]

Hi Team,

We are integrating SolarWinds with ServiceNow to create incidents via REST API (Basic Auth). We are facing repeated authentication failures resulting in the integration user getting locked out automatically.

Observed behavior:

REST API calls fail with error: “User is not authenticated / Required to provide Auth information”

SolarWinds UI shows: “Error querying ServiceNow Instance – Instance can be offline or not properly configured”

ServiceNow user audit history shows multiple failed login attempts logged as “Guest”, followed by automatic lockout

Integration user is active and has required roles (itil, etc.)

MID Server is up and healthy (used for other integrations)

Findings:

Failed attempts increment until lockout threshold is reached

Lockout is applied by system security policy

Requests appear to reach ServiceNow but fail authentication

Questions:

What are the common causes for REST API calls being logged as “Guest” and triggering failed login attempts?

Are there any ServiceNow security properties or auth policies that could cause this behavior with Basic Auth?

Is OAuth strongly recommended for SolarWinds integrations to avoid account lockouts?

Any best practices to prevent integration users from repeated lockouts?

Any guidance from similar integration experiences would be appreciated.

Thanks.

[SunilkumarP1632]

@Ankur Bawiskar  still same issue 

[Ankur Bawiskar]

@SunilkumarP1632 

you will have to debug this in lower instance to identify the exact issue.

Since we don't have access to your instance we can't help much

[SunilkumarP1632]

@Ankur Bawiskar  

could you please help with some debug steps - it will really helps for us for faster fix .

[SunilkumarP1632]

@Ankur Bawiskar  

[Ankur Bawiskar]

@SunilkumarP1632 

is the username password correct?

are you able to login to DEV/PROD using that credentials