Identity Manager 9.3 - Administration Guide for Connecting to ServiceNow

This section covers the troubleshooting guidelines for the One Identity Manager and ServiceNow integration.

Unable to load data in to ServiceNow from One Identity Manager

Test to make sure the One Identity Manager App server is accessible from ServiceNow. After executing the Initial Synchronization in section (see Initial load from One Identity Manager to ServiceNow), in case the data is not loaded into the application tables, verify the below steps:

1. Navigate to the application logs to check for any error related to the connectivity between ServiceNow and One Identity Manager application server

2. Verify that One Identity Manager App server is accessible through the browser using the same credentials and Application server URL provided in the configuration

The KMF module (x_oni_oneim_addon.oneim_cryptography_module) in ServiceNow could not be identified

To troubleshoot this issue, follow these steps:

1. Test Login Page: Check if the login page displays an error indicating "Invalid module name: x_oni_oneim_addon.oneim_cryptography_module".

2. Verify Module Access Policies: Ensure there are no auto-generated access policies associated with oneim_cryptography_module.

   • If any such policies exist, delete them and retest.

The error message "Error: The code you entered is not correct" displays during login

1. Access the API server and log in to the administrative portal using system administrator credentials.
2. Navigate to the following location: Configuration > API Server configuration > CAPTCHA login protection.
3. Disable CAPTCHA login protection by unchecking/deactivating the associated option.
4. Apply the changes to implement the updated configuration.