Logic Monitor Integration - Unable to authenticate error

[oliverstark]

Hello,
I'm troubleshooting an authentication issue between LogicMonitor and a ServiceNow DEV instance and would appreciate any suggestions on where else to investigate.

Issue LogicMonitor returns the following error when testing the ServiceNow integration:

"Unable to Authenticate with ServiceNow. Please check provided credentials and retry."

What we've checked so far

• The ServiceNow integration account is active.
• The account is configured as a Machine identity.
• Web Service Access Only is enabled.
• The account has the dedicated LogicMonitor integration role assigned.
• The password has been reset and confirmed.
• The LogicMonitor source IP addresses are present in the ServiceNow IP Allow List.
• We are not seeing any recent entries in:
  • Login Attempts
  • Transaction Logs for the integration user
  • System Logs related to authentication failures

Additional observations

• The absence of login or transaction records suggests the authentication request may not be reaching ServiceNow at all.
• LogicMonitor reports the authentication failure during the connection test.
• Connectivity and IP allowlisting appear to be configured correctly.

Any advice on additional logging locations or troubleshooting steps would be greatly appreciated.