---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Resolving connection setup issues in Workplace Calendar Synchronization

# Resolving connection setup issues in Workplace Calendar Synchronization {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Resolving connection setup issues in Workplace Calendar Synchronization

This guide assists ServiceNow administrators in troubleshooting connection setup issues in Workplace Calendar Synchronization, which integrates ServiceNow Workplace with Microsoft Exchange Online and Google Calendar to synchronize room and resource availability.
The integration relies on two types of connections:
Show full answer Show less  
* **System-to-System connection:** A backend integration syncing calendar data automatically using service account credentials.
* **User-level connection:** Established per user during application interaction, required only in Personal mode.

These two connections must be correctly configured for successful synchronization.

## System-to-System Connection

This connection manages backend synchronization between ServiceNow and the calendar provider. To diagnose and resolve issues, follow these key steps:

* **Identify the Connection Alias:** Check the Calendar Provider record to see if an Override Alias is configured; otherwise, the default alias for the processor is used.
* **Validate the Connection \& Credential Alias:** Ensure the alias matches the Integration Mode (Normal, Strict, or Personal) and that it includes all required components: Connection, Credential, OAuth Entity Profile, Scopes, and Application Registry. Missing components cause token and API call failures.
* **Verify Credential Settings:** Confirm the Credential record has Integration Type set to System and the Grant Type matches the provider and integration mode:
  * Microsoft Exchange Online Normal mode requires Client Credential grant.
  * Microsoft Exchange Online Strict or Personal modes require Authorization Code grant.
  * Google Calendar requires Authorization Code grant for all modes.
  Mismatched grant types are a common cause of authentication failures.
* **Obtain an OAuth Token (Authorization Code only):** For credentials using Authorization Code grant, generate the OAuth token by authenticating with a user account that has read/write access to room calendars. Incorrect credentials will cause errors such as "resource not found" or "access denied".
* **Configure Delegated User Email:** Required only in Strict or Personal modes. Populate this field on the Provider record with the delegated service account's email. Leave blank in Normal mode. Missing or incorrect values cause failures in calendar event lookups and availability queries.

## User-Level Connection

The user-level connection varies by integration mode:

* **Normal and Strict Modes:** No additional user-level configuration needed; system-to-system credentials handle calendar operations.
* **Personal Mode:** Each user must authenticate individually with the calendar provider.

For Personal mode:

* Use the out-of-the-box alias for the relevant processor (Exchange or Google).
* Ensure the alias contains all required configurations (Connection, Credential, OAuth Entity Profile, Scopes, Application Registry).
* Credential record must have Integration Type set to Personal and Grant Type set to Authorization Code.
* Do not manually generate the OAuth token on the Personal credential record; tokens are generated automatically per user during their first calendar interaction.

## Practical Impact for ServiceNow Customers

By following these troubleshooting steps, administrators can ensure that Workplace Calendar Synchronization is correctly configured, enabling seamless synchronization of room and resource availability with external calendar providers. Proper configuration avoids common authentication errors and ensures that both backend and user-level connections operate smoothly according to the selected integration mode.  
This section helps administrators troubleshoot connection setup issues in Workplace Calendar Synchronization. Calendar sync integrates ServiceNow Workplace with external calendar providers --- Microsoft Exchange Online and Google Calendar --- to synchronize room and resource availability.  
Calendar sync establishes two types of connections that must both be correctly configured for the integration to function:

* System-to-System connection - a backend integration that syncs calendar data automatically using service account credentials.
* User-level connection - a per-user connection established when a user interacts with the application, required only in Personal mode.

{#troubleshooting-workplace-calendar-synchronization__ul_szg_yzl_l3c}  
Note:  
The troubleshooting steps in this guide apply to both Microsoft Exchange Online and Google Calendar integrations unless otherwise specified.

## System-to-System Connection {#troubleshooting-workplace-calendar-synchronization__section_qxd_41m_l3c}

The system-to-system connection handles backend synchronization between ServiceNow and your calendar provider. Follow the steps below to diagnose and resolve configuration issues.

## Identify the Connection Alias {#troubleshooting-workplace-calendar-synchronization__section_cfb_q1m_l3c}

The connection alias determines which credentials and OAuth configuration are used for the integration. ServiceNow resolves the alias in the following order.

1. Navigate to the Calendar Provider record for the relevant provider (Microsoft or Google).
2. Check whether an Override Alias is configured on the provider record.
3. If an Override Alias is mapped to a Connection \& Credential Alias, that alias is used for the integration.
4. If no Override Alias is mapped, ServiceNow uses the default alias for the processor --- for example, the default Microsoft Exchange Online alias for the `ms_graph` processor
{#troubleshooting-workplace-calendar-synchronization__ol_edm_r1m_l3c}

## Validate the Connection \& Credential Alias {#troubleshooting-workplace-calendar-synchronization__section_tt2_51m_l3c}

Confirm that the alias is correctly configured before checking credentials.

* Verify that the alias is appropriate for the selected Integration Mode: Normal, Strict, or Personal.
* Confirm all of the following are configured and active on the alias:
  * Connection
  * Credential
  * OAuth Entity Profile
  * Scopes
  * Application Registry
  {#troubleshooting-workplace-calendar-synchronization__ul_wvj_fbm_l3c}

{#troubleshooting-workplace-calendar-synchronization__ul_ffj_1bm_l3c}  
Note:  
An incomplete alias, for example, a missing OAuth Entity Profile or Application Registry will cause token generation and API calls to fail even if the credential itself is valid.

## Verify Credential Settings {#troubleshooting-workplace-calendar-synchronization__section_zhv_4bm_l3c}

Navigate to the Credential record associated with the alias and confirm the following settings:

* Integration Type must be set to System.
* Grant Type must match the integration mode and provider as shown in the table below.

{#troubleshooting-workplace-calendar-synchronization__ul_fj2_rbm_l3c}{#troubleshooting-workplace-calendar-synchronization__table_opb_vbm_l3c__entry__3}

| Provider | Integration Mode | Required Grant Type |
|-|-|-|
| Microsoft Exchange Online | Normal | Client Credential |
| Microsoft Exchange Online | Strict or Personal | Authorization Code |
| Google Calendar | All modes (including Normal) | Authorization Code |
[Table 1. Credential settings]

{#troubleshooting-workplace-calendar-synchronization__table_opb_vbm_l3c}  
Important:  
Using a mismatched grant type is a common cause of authentication failures. For example, configuring Client Credential on an Exchange Online integration that is running in Strict mode will result in authorization errors.

## Obtain an OAuth Token (Authorization Code Only) {#troubleshooting-workplace-calendar-synchronization__section_lbq_dcm_l3c}

This step applies only when the grant type is Authorization Code. If the grant type is Client Credential, skip this step.

1. Open the Credential record associated with the alias.
2. Select Get OAuth Token.
3. When prompted, authenticate using the credentials of a user who has read or write access to the room calendars in the external system.
4. Confirm that the token is generated successfully before proceeding.

{#troubleshooting-workplace-calendar-synchronization__ol_dwm_fcm_l3c}  
Warning:  
Using incorrect credentials when clicking **Get OAuth Token** will result in errors such as `"resource not found"`,`"subscription failed"`,or `"access denied"`. Ensure the authenticating user has the required permissions before generating the token.

## Configure Delegated User Email {#troubleshooting-workplace-calendar-synchronization__section_flx_mcm_l3c}

The Delegated User Email field on the Calendar Provider record is required only in Strict or Personal integration modes.

* If the integration mode is Strict or Personal: populate the Delegated User Email field on the Provider record with the email address of the delegated service account.
* If the integration mode is Normal: leave this field empty. It is not used in Normal mode.

{#troubleshooting-workplace-calendar-synchronization__ul_tfq_4cm_l3c}  
Note:  
A missing or incorrect Delegated User Email in Strict or Personal mode will cause calendar event lookups and room availability queries to fail.

## User-Level Connection {#troubleshooting-workplace-calendar-synchronization__section_nzh_scm_l3c}

The user-level connection is established per user when they interact with the Workplace application. The configuration required depends on the integration mode.

Normal and Strict Modes
:   No additional user-level configuration is required. System-to-system credentials handle all calendar operations.

Personal Mode
:   In Personal mode, each user authenticates individually with the calendar provider. An out-of-the-box (OOB) alias is provided for each processor type (Exchange Online and Google Calendar).

    * Locate the OOB alias for the relevant processor (Exchange or Google).
    * Confirm that the alias is correctly configured for the processor type.
    * Verify that the alias has all of the following configured and active:
      * Connection
      * Credential
      * OAuth Entity Profile
      * Scopes
      * Application Registry
      {#troubleshooting-workplace-calendar-synchronization__ul_fcv_fdm_l3c}
    * Confirm that the Grant Type on the Credential record is set to Authorization Code.
    * Confirm that the Integration Type on the Credential record is set to Personal.
{#troubleshooting-workplace-calendar-synchronization__ul_tsn_ddm_l3c}  
Important:  
Do not select Get OAuth Token on the Personal credential record. In Personal mode, each user's OAuth token is generated automatically via a pop-up or in-application prompt the first time they interact with the calendar feature. Manually generating the token on this credential will interfere with per-user token management.
**Related reference**   

* [Components installed with Workplace Calendar Synchronization](https://www.servicenow.com/docs/U17Gm9kaZsoCk6hv8BB87Q "Several types of components are installed with the Workplace Calendar Synchronization application, including tables and user roles.")
* [Properties installed with Workplace Calendar Synchronization](https://www.servicenow.com/docs/blLIqm6Kzu9JLoYmRZstyg "Customize the properties available with Workplace Calendar Synchronization.")
* [Scheduled jobs installed with Workplace Calendar Synchronization](https://www.servicenow.com/docs/fhgjHChTvqf3NO6yFEb3ww "The Workplace Calendar Synchronization includes scheduled jobs to process a few synchronizations seamlessly.")
* [Flows installed with Workplace Calendar Synchronization](https://www.servicenow.com/docs/3gpngdl1u01bS2Z6mEQZXQ "Below are the flows that run on different timelines.")
* [Instance scan findings](https://www.servicenow.com/docs/SfTVglIaliY7b71GrOP60w "After the instance scan completes, on the Scan Result form, review the findings in the Scan Findings related list.")
* [Provider form](https://www.servicenow.com/docs/oipn_h8c_4ZUFrCYP3Bn2w "The Provider form includes calendar provider details and provider configuration field details.")
* [Third-party OAuth Provider form](https://www.servicenow.com/docs/nhTwstHfTDjBZb~UN9T0kg "The Third-party OAuth Provider form includes OAuth provider details such as the client ID and client secret for personal authentication.")