Synchronization Service connection to ServiceNow with SSO configured (4369127)

Synchronization Service connection to ServiceNow with SSO configured

When attempting to create a connection to a ServiceNow instance with SSO configured, authentication fails and the Synchronization Service is unable to connect.

The Synchronization Service ServiceNow connector currently only supports direct authentication. When creating a connection to a ServiceNow instance, the following formula is used to generate a URL:

<ServiceNow Instance Name>.service-now.com

If SSO is enabled for this URL, the Sync Service logon for ServiceNow will fail regardless of specified credentials. Often times, SSO can be bypassed in ServiceNow via the use of a backdoor URL, however currently the Sync Service does not allow for the modification of the default URL formula. Example backdoor URL:

<ServiceNow Instance Name>.service-now.com/side_door.do

STATUS

Enhancement Request 367433 has been submitted for future consideration in Active Roles.

WORKAROUND

Disable SSO on the ServiceNow instance.