Troubleshooting and Maintenance for ServiceNow
If you come across any issues installing or using the ServiceChannel-ServiceNow integration, check the troubleshooting and maintenance tips described in this article.
Troubleshooting
Failed to create workorder: Equipment required to create this WorkOrder
The error occurs when you create a work order and do not provide an asset, while the dashboard settings in Service Automation require an asset to be provided.
- Navigate to the ServiceNow work order that you have just created, and select an asset. If no assets exist, ensure you have created them in Service Automation.
- Save the work order record.
- Navigate to Administration > System Properties.
- Enable the Require an asset to be selected (if available) when submitting a new work order option.
You should also ensure that assets are available for each location.
Error: Issue choice not found
When you create a new work order, sometimes ServiceNow cannot find the ServiceChannel issue choice list. This means the default category, trade, and priority based on the type of issue you are raising are not able to be populated.
This may happen for one of two reasons:
| Reason | Resolution |
|---|---|
| The ServiceNow data and the Service Automation data do not match. | Perform a full import to pull the data into ServiceNow. See Importing Data for information on how to do this. |
The Service Account does not have full access to the data in Service Automation. | Validate that the username designated to the Service Account connection has full access to the data in Service Automation. |
Connection Without User Locations
When a user is not able to view any work orders, check their locations. Each Connection record has a related list of user locations. These records specify which locations the user has rights to create and view work orders for.
If the location profile in Service Automation is updated, or the user locations list in ServiceNow is empty, import the locations.
- As an administrator, navigate to the user’s Connection record.
- Click Synch Locations under Related Links.
Errors Upon Configuring a Service Account
When you configure a service account, you may face errors with the following error codes:
- 400
- 404
Facing the 400 Error
The 400 error may occur after you click the Connect button.
Facing the 404 Error
The 404 error may occur after you click the Connect button.
Check the entered client ID and client secret. Make sure the client ID and client secret are correctly configured on the API Integration page of the ServiceChannel platform.
Invalid Work Order Status
Upon creating a work order, you may get a warning message stating that the work order might not be synchronized with ServiceChannel because of an invalid work order status.
- Navigate to the statuses list in the Data section, and click the Open status to view the related details.
- Select the Default type for the Open status, and then click Update to save your changes.
- Go back to the statuses list, and select the Completed/Cancelled status.
- On the status details page, set the Cancelled type, and then click Update to save your changes.
Troubleshooting HTTP Error Codes
When the application is functioning without issues, all status codes found in the HTTP Requests section under Administration should equal 200.
Here are the errors that may occur when you use the application:
| Error code | Description | Resolution |
|---|---|---|
| 401 | Unauthorized | Make sure the service account is configured properly. |
| 429 | Too Many Requests | Please contact the ServiceChannel support team at support@servicechannel.com. |
| 500 | Internal Server Error | Please contact the ServiceChannel support team at support@servicechannel.com. |
| 503 | Service Unavailable | Please contact the ServiceChannel support team at support@servicechannel.com. |
| 0 | Socket Timeout | Please contact the ServiceChannel support team at support@servicechannel.com. |
Maintenance
Importing Data
It is useful to occasionally import all the Service Automation data to ServiceNow.
- As an administrator, navigate to the Service Account connection.
- Click Import All Data under Related Links.
Synchronizing All Work Orders
By default, the system updates work orders in ServiceNow only when there is an update in Service Automation.
When you need to perform a full synchronization of all the work orders in the system, for example, due to the system downtime, you can do this from the ServiceChannel Facilities Management app.
- As an administrator, navigate to Administration > HTTP Requests.
- At the top of the HTTP requests list, click Fetch all work orders. A staged load of all work orders from Service Automation starts. That will update all the work order data in ServiceNow.
