question Re: Getting 401 error when ITIL User tries to ebond Incident in Developer forum

Getting 401 error when ITIL User tries to ebond Incident

mr_zia — Wed, 05 Jun 2024 03:38:59 GMT

Dear Team,

I am calling REST API using script include and when submitting Incident with admin role ebonding to partner Servicenow is working fine and returning 200 status code, but when ITIL user is submitting Incident ebonding is not happening and giving 401 error, when I am providing ITIL user with admin role it is working fine.

Could anyone please suggest what could be the issue and how to fix it please?

Re: Getting 401 error when ITIL User tries to ebond Incident

Tony Chatfield1 — Wed, 05 Jun 2024 04:45:12 GMT

Hi, unfortunately without clear details of your configuration or payloads from both scenarios there is little to evaluate.
Is your API using a single integration account for authentication? or are you authenticating with details from individual users? If using 1 auth account have you confirmed that the individual users have access to the underpinning data\records and that the payload they generate is complete and aligned with a payload generated by an admin user?

Re: Getting 401 error when ITIL User tries to ebond Incident

mr_zia — Wed, 05 Jun 2024 05:26:55 GMT

Hi Tony, Yes my API is a single integration account with Auth 2.0 authentication type.

Our User has all the rights to access the data of incident table.

Re: Getting 401 error when ITIL User tries to ebond Incident

mr_zia — Wed, 05 Jun 2024 06:23:49 GMT

Hi,

This is the payload that we have been sending over.

Re: Getting 401 error when ITIL User tries to ebond Incident

mr_zia — Wed, 05 Jun 2024 10:48:08 GMT

Hi,

I got this issue fixed, just in case anyone want to refer in future.

401 is a permission issue, ITIL User's were not able to see record entry on the oauth_credential table, so when they try to ebond tickets they never ebonded to the 3rd party.

To fix this create acl both on the table and field level with role itil, now test the ebond it should work!

Thank You!

Re: Getting 401 error when ITIL User tries to ebond Incident

Aman Prakash1 — Tue, 16 Jun 2026 19:31:46 GMT

Hi,

Could you please share few details like what kind of ACL should be created and I guess we need to create ACL on the instance from which we are trying to send the data ?