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.

[Tanushree Maiti]

Hi @oliverstark 

Can you try following troubleshooting options:

• Verify the user is active and not locked out in the ServiceNow sys_user table
• Check if user is having role  snc_platform_rest_api_access
• Check if  you need to whitelist LogicMonitor IP addresses
• Check if for your target table , "Allow access to this table via web services" option is checked

[oliverstark]

Thanks for the suggestions.

We've worked through the checks you listed:

1. The ServiceNow integration account is active and not locked out in the sys_user table.
2. The account has the snc_platform_rest_api_access role assigned.
3. We have already whitelisted the LogicMonitor IP addresses, and for testing purposes have also temporarily allowed all IPs in our DEV environment. Authentication is still failing.
4. The target tables have "Allow access to this table via web services" enabled.

One additional observation is that LogicMonitor is still successfully creating incidents in ServiceNow, which suggests connectivity between the platforms is working. However, all authentication attempts using the integration account are failing across our environment