Remote Help Request API - authentication issue

lwhite
Tera Expert

‎07-27-2023 10:43 AM

Hello - I'm working with a Cerner tech to setup the EMR Help Button to create ServiceNow incidents initiated from Cerner.  I sent tech the following URL for our dev instance.  I got this URL from the Remote help request API - POST.

https://<instance>.service-now.com/api/sn_ind_rmt_help/remote_help_request/sn_it_request.

When the Cerner tech uses this URL he gets the error shown in the attached file.

 

I get the same if I paste the URL into my browser window.
The EMR Help module has been installed in our dev instance and not modified in any way.  Right now, we are just trying to get an out of box incident created while using the button from within Cerner.
 
Any idea why this is happening or how to fix it?
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Tony Chatfield1
Kilo Patron

‎07-27-2023 03:26 PM

Hi, if you are using an API to connect to an instance, then you need to authenticate to the instance before running API requests.
This normally means a dedicated sys_user for the integration, and an application registry record for the integration.

OAuth 2.0 (servicenow.com)

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lwhite
Tera Expert

‎08-01-2023 06:20 AM

Thank you Tony.  I will research this as a possiblity.

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