ITSM Guides for ServiceNow ITSM customers

[Alex Appiani]

Today we're introducing ITSM Guides, focused on providing clear answers to common questions related to the ServiceNow platform. You will find a collection of resources, clearly organized by topic and designed to help you locate relevant information. We started with some key topic areas like implementation and instance management, and we will continue adding specialized content in the coming months.

Also, stay tuned, we will be offering a series of ITSM webinars starting in 2017, so follow this community and look for community notifications when events are posted. Check out the ITSM Guides and tell us what you think!

Please be aware that some content referenced in the Guides might require a login or be restricted to customers and partners.

The ITSM Customer Experience Team

[Pankaj Katoch1]

How to get access to these guides?

[darius_koohmare]

Do you have access to visit ITSM Guides

[josephdavid]

We are not able to access the link

[Pankaj Katoch1]

No, i am getting error that access is restricted, not authorized.

[Alex Appiani]

Hi Pankaj, what happens if you click on the Guides link? Guides are accessible only to official ServiceNow customers and partners.

[tim_schneider]

I'm also not getting access, and I can connect to partner portal fine so I'm guessing I should be able to read this?

Access to this place or content is restricted. If you think this is a mistake, please contact your administrator or the person who directed you here.

[khadar]

i am also facing the same issue...1

Can u jst help me out

[felipealzate]

Good evening Alessandro,

I' getting issues as well on the access process as well even being a trainer for SN and I'm also getting the error. If you have the chance to validate the access please let me know. my email is halzate@vsiteam.com and if you need contact Jeremy Robb in any case. The access remains blocked.

[Pankaj Katoch1]

I am login with my account and has access to all other portals. Only this link is throwing error - Access to this page is restricted.

[andy98]

I too am unable to log in.

here is the error message I get when I attempt to access the guides.

SSO Error

An error occurred while attempting authentication through single sign-on (SSO)

Debugging information is available below:

 - Attempting SAML2 authentication using profile urn:oasis:names:tc:SAML:2.0:profiles:SSO:browser - Building credential from keystore entry for entityID sbs, usage type UNSPECIFIED - Processing PrivateKeyEntry from keystore - Registry located evaluable criteria class org.opensaml.xml.security.credential.criteria.EvaluableEntityIDCredentialCriteria for criteria class org.opensaml.xml.security.criteria.EntityIDCriteria - Building credential from keystore entry for entityID sbs, usage type UNSPECIFIED - Processing PrivateKeyEntry from keystore - Registry located evaluable criteria class org.opensaml.xml.security.credential.criteria.EvaluableEntityIDCredentialCriteria for criteria class org.opensaml.xml.security.criteria.EntityIDCriteria - Setting DocumentBuilderFactory attribute 'http://javax.xml.XMLConstants/feature/secure-processing' - Setting DocumentBuilderFactory attribute 'http://apache.org/xml/features/dom/defer-node-expansion' - Setting DocumentBuilderFactory attribute 'http://apache.org/xml/features/disallow-doctype-decl' - Looking for binding for org.opensaml.ws.transport.http.HttpServletRequestAdapter@5bc17e5b - transport instanceof HTTPInTransport :true - t.getHTTPMethod() = GET - t.getParameterValue("SAMLRequest") = null - t.getParameterValue("SAMLResponse") = null - There are 2 bindings available. - Checking binding org.springframework.security.saml.processor.HTTPPostBinding@1cf1a771 - Checking binding org.springframework.security.saml.processor.HTTPRedirectDeflateBinding@2d2cfdff - There was an error during SAML authentication org.opensaml.common.SAMLRuntimeException: Incoming SAML message is invalid at com.jivesoftware.community.aaa.sso.saml.filter.JiveSAMLProcessingFilter.doAttemptAuthentication(JiveSAMLProcessingFilter.java:172) at com.jivesoftware.community.aaa.sso.saml.filter.JiveSAMLProcessingFilter.attemptAuthentication(JiveSAMLProcessingFilter.java:98) at org.springframework.security.web.authentication.AbstractAuthenticationProcessingFilter.doFilter(AbstractAuthenticationProcessingFilter.java:211) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.FilterChainProxy.doFilterInternal(FilterChainProxy.java:192) at org.springframework.security.web.FilterChainProxy.doFilter(FilterChainProxy.java:166) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.authentication.AbstractAuthenticationProcessingFilter.doFilter(AbstractAuthenticationProcessingFilter.java:199) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.FilterChainProxy.doFilterInternal(FilterChainProxy.java:192) at org.springframework.security.web.FilterChainProxy.doFilter(FilterChainProxy.java:166) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at com.jivesoftware.community.aaa.JiveRememberMeAuthenticationFilter.doFilter(JiveRememberMeAuthenticationFilter.java:77) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.authentication.AbstractAuthenticationProcessingFilter.doFilter(AbstractAuthenticationProcessingFilter.java:199) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.authentication.AbstractAuthenticationProcessingFilter.doFilter(AbstractAuthenticationProcessingFilter.java:199) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:330) at org.springframework.security.web.authentication.AbstractAuthenticationProcessingFilter.doFilter(AbstractAuthenticationProcessingFilter.java:199) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.FilterChainProxy.doFilterInternal(FilterChainProxy.java:192) at org.springframework.security.web.FilterChainProxy.doFilter(FilterChainProxy.java:166) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.context.SecurityContextPersistenceFilter.doFilter(SecurityContextPersistenceFilter.java:87) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.FilterChainProxy.doFilterInternal(FilterChainProxy.java:186) at org.springframework.security.web.FilterChainProxy.doFilter(FilterChainProxy.java:166) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at com.jivesoftware.community.mobile.redirector.RedirectFilter.doFilter(RedirectFilter.java:134) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at com.jivesoftware.community.aaa.stateless.filter.NodeFailoverTestModeFilter.doFilter(NodeFailoverTestModeFilter.java:41) at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:342) at org.springframework.security.web.FilterChainProxy.doFilterInternal(FilterChainProxy.java:192) at org.springframework.security.web.FilterChainProxy.doFilter(FilterChainProxy.java:160) at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:344) at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:261) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.base.profiling.http.RequestProfilingFilter.doFilter(RequestProfilingFilter.java:46) at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:344) at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:261) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.P3PCompactPolicyFilter.doFilter(P3PCompactPolicyFilter.java:45) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.RemoveJsessionIdFilter.doFilter(RemoveJsessionIdFilter.java:45) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.ApplicationStateFilter.doFilter(ApplicationStateFilter.java:154) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.XFrameOptionsFilter.doFilter(XFrameOptionsFilter.java:47) at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:344) at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:261) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.base.plugin.PluginFilter.doFilter(PluginFilter.java:51) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.ResourceRoutingFilter.doFilter(ResourceRoutingFilter.java:45) at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:344) at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:261) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.base.profiling.http.ServerLatencyFilter.doFilter(ServerLatencyFilter.java:59) at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:344) at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:261) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.SeoNoIndexFilter.doFilter(SeoNoIndexFilter.java:77) at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:344) at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:261) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.security.XHRTokenFilter.doFilter(XHRTokenFilter.java:47) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.SearchFilter.doFilter(SearchFilter.java:37) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.MetricsFilter.doFilter(MetricsFilter.java:117) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.SetRequestCharacterEncodingFilter.doFilter(SetRequestCharacterEncodingFilter.java:76) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at com.jivesoftware.community.web.filter.DispatchContextResetFilter.doFilter(DispatchContextResetFilter.java:41) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:212) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:106) at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:502) at org.apache.catalina.valves.RemoteIpValve.invoke(RemoteIpValve.java:676) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:141) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:79) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:88) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:522) at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1095) at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:672) at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1500) at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.run(NioEndpoint.java:1456) at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617) at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61) at java.lang.Thread.run(Thread.java:745) Caused by: org.opensaml.common.SAMLException: Unsupported request at com.jivesoftware.community.aaa.sso.saml.processor.JiveSAMLProcessorImpl.getBinding(JiveSAMLProcessorImpl.java:48) at org.springframework.security.saml.processor.SAMLProcessorImpl.retrieveMessage(SAMLProcessorImpl.java:172) at com.jivesoftware.community.aaa.sso.saml.filter.JiveSAMLProcessingFilter.doAttemptAuthentication(JiveSAMLProcessingFilter.java:142) ... 106 more