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ITSM Guides for ServiceNow ITSM customers

Alex Appiani — Fri, 16 Dec 2016 01:31:56 GMT

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

Re: ITSM Guides for ServiceNow ITSM customers

Pankaj Katoch1 — Fri, 16 Dec 2016 01:39:54 GMT

How to get access to these guides?

Re: ITSM Guides for ServiceNow ITSM customers

darius_koohmare — Fri, 16 Dec 2016 01:57:43 GMT

Do you have access to visit ITSM Guides

Re: ITSM Guides for ServiceNow ITSM customers

josephdavid — Fri, 16 Dec 2016 02:01:26 GMT

We are not able to access the link

Re: ITSM Guides for ServiceNow ITSM customers

Pankaj Katoch1 — Fri, 16 Dec 2016 02:07:36 GMT

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

Re: ITSM Guides for ServiceNow ITSM customers

Alex Appiani — Fri, 16 Dec 2016 02:10:38 GMT

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

Re: ITSM Guides for ServiceNow ITSM customers

tim_schneider — Fri, 16 Dec 2016 02:12:31 GMT

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.

Re: ITSM Guides for ServiceNow ITSM customers

khadar — Fri, 16 Dec 2016 02:21:06 GMT

i am also facing the same issue...1

Can u jst help me out

Re: ITSM Guides for ServiceNow ITSM customers

felipealzate — Fri, 16 Dec 2016 02:25:40 GMT

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.

Re: ITSM Guides for ServiceNow ITSM customers

Pankaj Katoch1 — Fri, 16 Dec 2016 02:26:19 GMT

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.

Re: ITSM Guides for ServiceNow ITSM customers

andy98 — Fri, 16 Dec 2016 03:09:48 GMT

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

Re: ITSM Guides for ServiceNow ITSM customers

Deepak Ingale1 — Fri, 16 Dec 2016 03:13:32 GMT

Look like a cool stuff but seems I also dont have access. It throws unauthorized access message

Re: ITSM Guides for ServiceNow ITSM customers

madhurig_pac — Fri, 16 Dec 2016 03:20:11 GMT

Please try again.

Re: ITSM Guides for ServiceNow ITSM customers

Matthew Glenn — Fri, 16 Dec 2016 03:21:36 GMT

Access for ServiceNow customers & partners only. Login required.

If we're a customer, but use a personal account here, how could we get access?

Re: ITSM Guides for ServiceNow ITSM customers

madhurig_pac — Fri, 16 Dec 2016 03:24:39 GMT

HI Deepak, Please login with your business email (Accenture) to access the guides. Thanks!

Re: ITSM Guides for ServiceNow ITSM customers

Pankaj Katoch1 — Fri, 16 Dec 2016 03:26:24 GMT

Still getting same error. I tried by logging out and login again.

Re: ITSM Guides for ServiceNow ITSM customers

Deepak Ingale1 — Fri, 16 Dec 2016 03:29:28 GMT

Hi Madhuri,

It worked, did not pay attention to customers and partners

Thank you for prompt response

Re: ITSM Guides for ServiceNow ITSM customers

madhurig_pac — Fri, 16 Dec 2016 03:31:28 GMT

The system only recognizes accounts that are tied to the business emails you have used as a customer or a partner. If a user has a personal account, the system may not recognize the email, especially if it's not formally tied to a business account.

Re: ITSM Guides for ServiceNow ITSM customers

Alex Appiani — Fri, 16 Dec 2016 03:32:47 GMT

Hi Pankaj, are you sure you are using the business email that is tied to your customer / partner account?

Re: ITSM Guides for ServiceNow ITSM customers

madhurig_pac — Fri, 16 Dec 2016 03:41:30 GMT

Please send an email to community@servicenow.com to fix the SSO login error. Once you login, you should have access.