Service Bridge 2.0.02

[CM1]

Setting up Service Bridge 2.0.02. Inbound and Outbound for Provider statuses are 'Active Replication' but on the Consumer side Inbound status is 'Active Replication' but Outbound status is 'Error'.  When I try to reconnect the Outbound Queue States or Restart Connection Outbound State errors out saying 'User Not Authorized'.  Any help is appreciated.  

[christen_mitche]

Problem:

Service Bridge synchronization encounters interruptions due to a "User not Authenticated" error state within the Remote Process Sync (RPS) Remote System.

Cause:

The issue stems from the RPS's behavior of automatically refreshing OAuth tokens when they approach expiration. While the RPS successfully refreshes OAuth Provider tokens (typically set to expire every 180 days), it neglects to refresh the OAuth Client tokens. This results in the expiration and subsequent deletion of OAuth Client tokens by the scheduled job "Clean Expired OAuth Credentials."

Solutions:

Permanent Fix:

A permanent resolution will be incorporated into the upcoming release version.

Temporary Fix:

To address the issue immediately, please follow these steps to regenerate the OAuth Client Refresh token:

Consumer Instance has Outbound Error

1. Navigate to All > Service Bridge Consumer > Provider Connections
2. Open your Provider connection and verify the Outbound status is "Error". 
3. Navigate to All > Connections & Credentials > Credentials
4. Open the Credential record with your Provider Connection record Number and "Service Bridge
5. Credential"Verify if there is Error of "OAuth Access or Refresh tokens are not available.
6. Keep this record open and follow next steps in Provider instance

1.  

1. 1. On Provider instance Navigate to All > Users > Search for User ID starts with "sb_user"
   2. Find your connections user account in the list and take note of the full User Id
   3. Configure the list and add the Password field
   4. Change the Password to a strong password you will remember
   5. Return back to the Consumer instance on the Credential record you kept open from Step 4 above
   6. Click the "Get Oauth Token" and enter in the User Id and Password you set on Provider and click the "Get OAuth Token" Button
   7. Clear Remote System Error on Consumer Instance: 
      1. Navigate to All >Remote Systems - All > Open the Remote System record from your Connection
      2. Open the related Outbound Queue State or Inbound Queue Record record in Error status
      3. Change the Status back to Ready and Clear out the Error info field and save
      4. Click the "Validate & Activate Remote System" UI Action

Provider Instance has Outbound Error

1. 1. On Provider instance Navigate to All > Service Bridge Provider > Consumer Connections
   2. Open your Consumer connection and verify the Outbound status is "Error". 
   3. Navigate to All > Connections & Credentials > Credentials
   4. Open the Credential record with your Provider Connection record Number and "Service Bridge Credential"
   5. Verify if there is Error of "OAuth Access or Refresh tokens are not available.
   6. Keep this record open and follow next steps in Consumer instance

1.  

1. 1. On Consumer instance Navigate to All > Users > Search for User ID starts with "sb_user"
   2. Find your connections user account in the list and take note of the full User Id
   3. Configure the list and add the Password field
   4. Change the Password to a strong password you will remember
   5. Return back to the Provider instance on the Credential record you kept open from Step 4 above
   6. Click the "Get Oauth Token" and enter in the User Id and Password you set on Provider and click the "Get OAuth Token" Button
   7. Clear Remote System Error on Provider Instance: 
      1. Navigate to All >Remote Systems - All > Open the Remote System record from your Connection
      2. Open the related Outbound Queue State or Inbound Queue Record record in Error status
      3. Change the Status back to Ready and Clear out the Error info field and save
      4. Click the "Validate & Activate Remote System" UI Action

Also documented in the following KB.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1641197

[CM1]

Thanks for the reply Christen.  I followed they above steps and when I click to 'Validate and Activate Remote System' it will state the 'Remote system validated and activated successfully' but very shortly after the Outbound State goes into Error, stating again that the 'User Not Authorized'.

[SrdanMatijevic]

Are you using SSO? We had an issue there where we had to remove the Web Service checkbox on the user that registered Service Bridge so that a non-SSO handshake could be done.

[CM1]

Not using SSO and tried with Web Services on and off, same result.