Integrations with SolarWinds Issue - SN Message = 'User Not Authenticated

[ChrisJ76]

Hi, we are trying to setup the intergration with Solarwinds.

• We get the Connection successfully verified. tick green
• the status is up in solarwinds to the Service Now instance
• Can login to service now with the account ok
• Can use postman to create a incident with the same account details 
  
• We have checked this https://support.solarwinds.com/SuccessCenter/s/article/Error-Querying-ServiceNow-instance?language=e...
• but when trying to use solarwinds get the following errors

[36] ERROR SolarWinds.SNI.Integration.Execution.OperationExecutor - Error occurred when executing operation:

SolarWinds.SNI.Client.SNClientException: ResponseURI = 'https://xxx.service-now.com/api/now/table/x_sow_intapp_incident_integration', StatusCode = '401', StatusDescription = 'Unauthorized'

SN Message = 'User Not Authenticated', SN Detail = 'Required to provide Auth information'

---> System.Net.WebException: The remote server returned an error: (401) Unauthorized.

have logged ticket to SolarWinds and we are not getting anywhere with them or their developers. 

any suggestions? 

[Mike_R]

You tried that same exact rest call in postman? https://xxx.service-now.com/api/now/table/x_sow_intapp_incident_integration

or did you POST to the incident table directly from postman?

Asking because "x_sow_intapp_incident_integration" is different than "incident". The user account might have access to create an incident but not be able to write to x_sow_intapp_incident_integration table.

[ChrisJ76]

Thanks for your reply, Yes the user has access to that table  and when using postman is to that table as well

 

[Mahendra RC]

Hello @ChrisJ76 

I am not sure if this will help or not.. but could you please check once if the port 443 is open on the server where the solarwind is hosted and also the ServiceNow IP address are updated in firewall access rule.

[sayalishinde]

Hello @ChrisJ76 

This is probably a very late reply, but a 401 Unauthorized error usually occurs when the user authentication fails, as shown in your screenshot.

Could you please verify that the username and password being provided are correct?

Also, please refer to the results below for additional troubleshooting if the username and password are confirmed to be correct:

1. 200 with XML/WSDL: The account, endpoint, authentication, and network path are working correctly.
2. 401 Unauthorized: Indicates an issue with the username/password, account status, or authentication policy.
3. 403 Forbidden: Access is being blocked by roles, ACLs, or an policy.
4. 404 Not Found: The application or endpoint is unavailable or does not exist.

Please check the credentials first, as the 401 response generally points to an authentication-related issue. If the credentials are correct, we can further investigate account permissions, authentication policies, or any access restrictions that may be in place.


Hope this helps! Please mark it as helpful if it worked for you.