Troubleshooting

This page contains a list of common errors and known issues encountered while integrating ServiceNow with Zluri, and instructions on how to fix them.

If your issue isn’t mentioned here, feel free to submit a ticket or contact us directly at [email protected].

SVN-101-A: The domain used is invalid

This error occurs while connecting ServiceNow to Zluri with an invalid or unreachable domain.

To resolve this error:

• Verify that your ServiceNow instance domain is correct:

  • Check that you're using the correct instance URL format: https://[your-instance].service-now.com
  • Ensure the instance name is spelled correctly
  • Confirm the instance is active and accessible

• Test domain accessibility:

  • Try accessing your ServiceNow instance directly in a web browser
  • Verify you can log in to the ServiceNow interface
  • Check that your organization hasn't changed the instance URL

• Common domain issues to check:

  • Using http:// instead of https://
  • Including extra characters or spaces in the domain
  • Using an old or decommissioned instance name
  • Network connectivity issues blocking access to ServiceNow

After verifying the correct domain, try to connect the integration again.

SVN-101-B: The domain is invalid. Use a valid domain to reconnect the integration

This error occurs during sync when the ServiceNow domain becomes invalid or unreachable.

Common causes include:

• The ServiceNow instance was migrated or renamed
• Network connectivity issues
• DNS resolution problems
• Instance decommissioning

To resolve this error:

1. Verify the current status of your ServiceNow instance
2. Check with your ServiceNow administrator for any instance changes
3. If the domain has changed, reconnect the integration with the new domain
4. Ensure network connectivity to ServiceNow is stable

SVN-102-A: The Username or Password used are invalid

This error occurs while connecting ServiceNow to Zluri with incorrect authentication credentials.

To resolve this error:

• Verify your ServiceNow credentials:

  • Double-check the username (typically an email or username)
  • Ensure the password is entered correctly
  • Confirm the account exists and is active in ServiceNow

• Test the credentials:

  • Try logging into ServiceNow directly with the same credentials
  • Verify the account hasn't been locked or disabled
  • Check if password complexity requirements have changed

• Authentication considerations:

  • Ensure you're not using SSO-only accounts
  • Verify the account has local authentication enabled
  • Check if multi-factor authentication is interfering

After verifying the credentials, try to connect the integration again.

SVN-102-B: The Username or Password used earlier is expired or invalid

This error occurs when the ServiceNow credentials used to connect to Zluri have become invalid or expired.

Common causes include:

• Password expiration policies
• Account deactivation
• Authentication settings changes
• Password reset by administrator

To resolve this error:

1. Verify the current status of the ServiceNow account
2. Check if the password has expired and needs to be reset
3. Ensure the account is still active and not locked
4. Use valid, current credentials to reconnect the integration

SVN-103-A: The user trying to connect the integration does not have sufficient permissions

This error occurs when the ServiceNow user does not have the necessary privileges to access required data.

To resolve this error, ensure the user has the following permissions:

• Required Roles:

  • admin (System Administrator)
  • user_admin (User Administrator)
  • Or a custom role with equivalent permissions

• Required Access:

  • Read access to the sys_user table
  • Access to user management functions
  • API access permissions

• Additional Verification:

  • Check that the user can access the System Definition → Tables section
  • Verify the user can view user records in ServiceNow
  • Ensure no ACL (Access Control List) restrictions are blocking API access

Contact your ServiceNow administrator to grant the necessary permissions.

SVN-103-B: The permission for the user who connected the integration is modified/revoked

This error occurs when the ServiceNow user who connected to Zluri has lost the required permissions.

To resolve this error:

1. Verify the original user still has the necessary roles:

   • admin (System Administrator)
   • user_admin (User Administrator)
   • Or equivalent custom roles

2. Check if the user's permissions were modified:

   • Role assignments may have been changed
   • ACL restrictions may have been added
   • The user account may have been downgraded

3. Restore the necessary permissions or reconnect with a user that has sufficient privileges

SVN-104-A: Your ServiceNow account is in hibernate state, please check with ServiceNow support and retry the connection

This error occurs when your ServiceNow instance is in hibernation mode due to inactivity.

To resolve this error:

• Understand hibernation:

  • ServiceNow automatically hibernates instances after periods of inactivity
  • This typically affects development and test instances
  • Production instances usually have different hibernation policies

• Wake up the instance:

  1. Go to your ServiceNow instance URL in a web browser
  2. Log in to wake up the hibernated instance
  3. Wait for the instance to fully activate (this may take a few minutes)
  4. Verify the instance is fully operational

• Prevent future hibernation:

  • Regularly access your ServiceNow instance
  • Contact ServiceNow support to modify hibernation settings
  • Consider upgrading to a production instance if needed

After the instance is active, try to connect the integration again.

SVN-104-B: Your ServiceNow account is in hibernate state, please check with ServiceNow support and reconnect the instance

This error occurs during sync when the ServiceNow instance enters hibernation mode.

To resolve this error:

1. Access your ServiceNow instance to wake it up from hibernation
2. Wait for the instance to fully activate
3. Reconnect the integration once the instance is operational
4. Consider implementing regular instance access to prevent hibernation

SVN-105-A: The subdomain provided is either invalid or incorrect

This error occurs when the ServiceNow subdomain (instance name) is incorrect or doesn't exist.

To resolve this error:

• Verify the subdomain:

  • Check your ServiceNow instance name carefully
  • Ensure you're using only the subdomain part (e.g., company-dev, not company-dev.service-now.com)
  • Confirm the instance exists and is accessible

• Common subdomain issues:

  • Typos in the instance name
  • Using an old or migrated instance name
  • Confusing development, test, and production instance names
  • Including extra characters or spaces

• How to find your correct subdomain:

  1. Check your ServiceNow bookmark or saved URLs
  2. Look at recent ServiceNow emails for the correct instance URL
  3. Contact your ServiceNow administrator
  4. Check your organization's ServiceNow documentation

After verifying the correct subdomain, try to connect the integration again.

SVN-105-B: The subdomain used to connect the integration has expired. Please reconnect the instance with correct subdomain

This error occurs during sync when the ServiceNow subdomain is no longer valid.

Common causes include:

• Instance migration to a new subdomain
• Decommissioning of the old instance
• Organizational changes affecting instance naming

To resolve this error:

1. Verify the current ServiceNow instance subdomain with your administrator
2. Check if your organization has migrated to a new ServiceNow instance
3. Reconnect the integration using the correct, current subdomain
4. Update any saved instance URLs or bookmarks

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If your issue is not listed here, please contact Zluri support with the error details for further assistance.