Download Smartsheet Subscription information

Charles Lowe · ‎03-01-2022

I am attempting to integration SAM Pro with Smartsheet to download subscription data. I followed the instructions below but the job fails consistently with a 403 error. I have open support tickets with both ServiceNow and Smartsheet, but have gotten no closer to resolution as both point to going to the other for support.

Has anyone successfully used the SNOW instructions below and able to download subscription data from Smartsheet?

https://docs.servicenow.com/bundle/rome-it-asset-management/page/product/software-asset-management2/concept/integrate-with-smartsheet.html

Joe Ryder · ‎03-01-2022

I would agree with Alex. Is SmartSheet SSO-enabled? That could also be a part of it.

The integration, like many of its kind, requires the handshake between systems to be authorized. If you're using native username/password in SmartSheet, the step of having a SmartSheet admin log into their SmartSheet account through the integration window so it obtains a token is key, and is a handshake between ServiceNow and SmartSheet. Quite often, the issue is that the person on the SmartSheet side doesn't have the rights to access the integration system on their side.

However, depending on your SSO provider, you could also be hitting a session issue. Let's say you are a user in SmartSheet as well and are signed into your SSO provider (Okta, Google, etc) to access all your normal apps in a day. You then do a screen-share with the SmartSheet admin and they log in using their SSO credentials. Some systems require you to log out of your current SSO session to create a new one, which then affects other apps you were logged into (like ServiceNow). This session discrepancy then causes the redirect back to the admin resources in ServiceNow to be forbidden (403) because the SmartSheet Admin is not allowed to access the integration parts of ServiceNow.

For this reason, I have normally had SmartSheet System Admin role owners turn on username/password for system admins only (a setting in SmartSheet security settings) so they don't need SSO to log in. This allows your ServiceNow session to stay in place while they log in manually using a SmartSheet-native username/password.

Alternately, you can give the SmartSheet admin the sam_integrator role in ServiceNow temporarily so they are setting up the integration in their profile.

If you are admin in both systems, that's a different story. That would mean your session is the target session in both systems and the handshake should work. At that point, the tickets with each supplier will be better time spent.

View solution in original post

Joe Ryder · ‎01-31-2024

That's on the SmartSheet side. Event Reporting is a raw data reporting add-on they sell. It's not a ServiceNow product or feature. It's just required so that ServiceNow can pull data properly. You would want to contact your SmartSheet admin or SmartSheet support team to see if it's active.

Scot Eagle · ‎02-07-2024

Thanks for the clarification. I'm having trouble getting someone from Smartsheet to provide me the correct information. Can i get just the Event Reporting add-on as part of an Enterprise License? Is it sold separately, or do I have to buy a larger package? Is it a one-time purchase or on on-going monthly charge based upon usage?

Thanks again. Scot.

Joe Ryder · ‎02-08-2024

It's been a while since I looked at the bundles at SmartSheet. https://help.smartsheet.com/articles/2479296-event-reporting-monitor-how-your-organization-uses-data

Looks like it's included in Enterprise. Not sure if it's an a la carte option to add to other plans. Note that you cannot evoke that feature without being a System Admin, so when connecting the connector to SmartSheet, you need to have a System Admin do the login OAuth.

SasankaV · ‎06-05-2024

- A 403 error usually means a permissions issue.
- Verify that the API key for Smartsheet has the correct permissions to access the required data.
- Check the authentication method being used. Ensure you are correctly sending the API key or token in the request header.
- Ensure that the endpoint URL in ServiceNow is correct and matches the Smartsheet API documentation.

1. API Key Permissions:
- Log in to Smartsheet.
- Navigate to the API access section.
- Ensure the API key has the necessary permissions for reading subscription data.

2. Endpoint and Authentication:
- Confirm the endpoint URL from Smartsheet’s API documentation.
- Make sure the API key is included in the request header as specified by Smartsheet’s requirements.
- Example header:
Authorization: Bearer YOUR_API_KEY

3. ServiceNow Configuration:
- In ServiceNow, go to the REST API Explorer.
- Verify the REST message configuration, especially the endpoint and authentication.

4. Test the API Call:
- Use a tool like Postman to manually test the API call outside of ServiceNow.
- If it works in Postman, compare the request details with those in ServiceNow.

5. Check ServiceNow Logs:
- Navigate to the “System Logs” in ServiceNow.
- Check the logs for detailed error messages when the job fails.

6. Troubleshooting:
- Ensure there are no IP restrictions or firewall rules blocking ServiceNow from accessing Smartsheet.
- Confirm with Smartsheet support that your API key and permissions are correctly set up.

If you continue to face issues, providing detailed logs to support teams from both platforms might help in pinpointing the problem.