Active MID Server post-cloning credential issues

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Active MID Server post-cloning credential issues

    After cloning a ServiceNow instance, MID Server credential mismatches can cause MID Servers to go down. This happens because theeccagenttable (which stores MID Server records) is not copied during cloning, while thesysusertable (which contains MID Server user credentials) is copied. Consequently, MID Server credentials on the target instance may not align with those expected by existing MID Servers, leading to authentication failures and operational downtime.

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    The system automatically detects and notifies you of these credential issues to help restore MID Server functionality promptly.

    Key Features

    • MID Server Issue Table (eccagentissue): Stores active MID Server issues post-cloning, including current state, evaluation timestamps, and the issue source. Issues related to cloning have the source labeled InstanceClone.
    • Post-Cloning Cleanup Script and Scheduled Jobs: The Bad MID Server credentials after clone script runs on the target instance after cloning. It triggers scheduled jobs (BadMIDCredentialAfterClone-1 and BadMIDCredentialAfterClone-2) that log any MID Servers in a Down state—likely due to credential problems—into the eccagentissue table.
    • Business Rule for Credential Monitoring: The Check for bad MID credential after clone business rule monitors MID Servers transitioning from Down to Up. When a MID Server recovers, it marks the corresponding issue in eccagentissue as Resolved, keeping issue tracking accurate.

    Resolving MID Server Credential Issues

    The eccagentissue table displays error messages identifying the affected MID Server user and potential credential problems. To resolve:

    • Verify and compare the user credentials on the target instance with what the MID Server expects.
    • If credentials are incorrect, update them accordingly and check if the MID Server status changes to Up.
    • If credentials are correct but the MID Server remains down, consult the Knowledge Base for additional troubleshooting steps.

    Note that the MID Server logs may indicate authentication failures or missing roles for the MID Server user, which is a key sign of credential issues post-cloning.

    The system provides automatic processes to detect and notify you of possible MID Server credential issues after instance cloning.

    During an instance clone, the MID Server [ecc_agent] table is not copied from the source instance, but the User [sys_user] table is copied. As a result, the source MID Server user credentials copied into the target instance might not match those used by the existing set of MID Servers used by the target. Bad credentials can cause those MID Servers to be down for the target instance. Processes on the instance notify you if a MID Server is down from suspected bad credentials following an instance clone.

    Table for post-cloning credential issues

    The MID Server Issue [ecc_agent_issue] table stores active MID Server issues after an instance clone. Records in this table show a MID Server's current state, evaluation times, and the Issue source. For cases in which a MID Server for a cloned instance is down because of possible bad credentials, the Issue source is InstanceClone. Data from the MID Server Issue [ecc_agent_issue] table are displayed in a related list on a MID Server record. Records in this table are removed if they have not been detected for 30 days. Ongoing issues reappear as they occur.

    Post-cloning cleanup script and scheduled jobs

    A cleanup script called Bad MID Server credentials after clone runs on the target instance after cloning and calls a script include called BadMIDCredentialAfterClone. This script include schedules the execution of the following jobs on the Schedule Item [sys_trigger] table:
    • BadMIDCredentialAfterClone-1: Runs 15 minutes after clone execution.
    • BadMIDCredentialAfterClone-2: Runs 75 minutes after clone execution.
    These jobs log to the MID Server Issue [ecc_agent_issue] table any MID Servers that existed on the target instance prior to the clone that are in the Down state. These MID Servers are not ready for normal processing and might be down due to invalid credentials resulting from the cloning process. The state of MID Servers added to the target instance after the clone is not evaluated.
    Note:
    The MID Server log shows that the MID Server user associated with the target instance could not be authenticated or was missing the proper role.

    Business rule that checks for bad credentials

    The Check for bad MID credential after clone business rule monitors the MID Server [ecc_agent] table for MID Servers that are transitioning from Down to Up. If the business rule finds a MID Server making that transition, the rule attempts to find a matching MID Server in the MID Server Issue [ecc_agent_issue] table that has an issue source of InstanceClone and a state other than Resolved. If a match is found, the business rule updates the state of the MID Server in the [ecc_agent_issue] table to Resolved.

    Resolving MID Server issues

    The error message in the MID Server Issue [ecc_agent_issue] table names the affected MID Server user. This message appears each time the business rule runs and finds a MID Server that is down from suspected bad credentials:MID Server not operational (status: Down), possibly due to recent clone. Verify credentials for logged in User 'local-midserver'.

    Attempt to resolve the issue first by comparing the user's credentials with the credentials that the affected MID Server is expecting. If the credentials are incorrect, fix the problem and check the MID Server status again. If the credentials are correct, but the MID Server remains down, check the Knowledge Base for other possible causes.