Support for ServiceNow App
If issues arise when installing or configuring the Cisco ServiceNow Application, contact Cisco Smart Bonding support for help.
Post Go-Live Support
A team in Cisco TAC is responsible for handling all cases related to Smart Bonding connections. This team will have access to the project documentation.
The Customer should provide a 24/7 contact email address that Cisco TAC will use for correspondence. If there is an issue with the connection, Cisco TAC will contact the Customer via this email address. The Customer is responsible for monitoring this mailbox and responding to messages from Cisco TAC.
If the Customer has an issue, a case must be created within Cisco TAC. The case will be handled by the Smart Bonding support team. Reasons to create a case ticket include:
- Issues with the connection (such as 401, 404, 501 HTTP errors) from Smart Bonding
- Changes to the connection
- Notifications of planned maintenance
Create a Case
To create a case with Smart Bonding support, follow the steps under Technical Support.
Troubleshooting
WARNING: If the customer customizes the Cisco app between versions, future upgrades for the app might fail. Cisco strongly recommends that customers do not modify any part of the Cisco app in their ServiceNow system.
- The scripts in the ServiceNow application use gs.error() and gs.info() methods to log errors and information messages, respectively, in the ServiceNow logs.
- The “Application Logs” under “Diagnostics” will contain all the logs for the application.
- Critical error messages are listed as “Error”, and debug statements are listed as “Information”.
- Certain failures generated by ServiceNow, such as “maximum execution time exceeded” are listed in “Warnings” under “System Logs”.
Sample Debugging
Some of the most common errors and how to resolve them are described below:
| Error | Resolution |
|---|---|
| API returns Method not supported for API | Verify using POST method when calling the sg_inbound scripted REST API |
| API returns “Requested URI does not represent any resource” | Verify endpoint URL is correct |
| API returns “Wrong Username/Password | API receives error (401) response with text: “required to provide auth information” |
| Verify Username/Password for Service account with Customer | |
| Verify that Username/Password match in Cisco Smart Bonding configuration | |
| API returns “User account is inactivated or locked out” | API receives error (401) response with text: “required to provide auth information” |
| Verify with Customer that username is active and not locked out | |
| Verify that Username/Password match in Cisco Smart Bonding configuration | |
| API returns “Incorrect Role Assigned to User/Missing Roles” | API receives error (403) response with text, “Failed API Level ACL Validation” |
| Verify that Service Account used for authentication has x_caci_cisco_custo.cms_maint role | |
| User cannot see “Cisco Customer Smart Bonding” application Navigator. | Verify that user has x_caci_cisco_custo.cms_task_write, x_caci_cisco_custo.cms_task_read or itil role |
| User cannot See “Create Cisco Task” UI action from Incident | Verify that user has itil or x_caci_cisco_custo.cms_task_write |
| User cannot See “View Cisco Task” UI action from Incident | Verify that user has itil or x_caci_cisco_custo.cms_task_write |
| User cannot View Cisco Task details | Verify that user has x_caci_cisco_custo.cms_task_read or greater role |
| Cannot read property (property name) from “undefined” | This means that either ServiceNow is trying to send data to a key that doesn’t exist (e.g., Calls.MyField vs. Calls.CHD.MyField) or the field where ServiceNow is trying to pull data from is blank. |
| Review the “Property Name” against the expected payload to verify there are no unexpected characters; verify that the field name is in the appropriate “Spot” within the object (e.g., Calls.Myfield will generate an error if the payload expects Calls.CHD.MyField). | |
| If both appear correct, contact Cisco for further support | |
| Cisco CSOne Case Create or Update Failed! | Will return an error code (400) |
| Usually means a value passed is invalid or unexpected by Cisco | |
| Most common occurrence is the “State” field being passed as “New” multiple times | |
| Might occur if the mapping provided to Cisco from customer for incident statuses is invalid or if labels are provided instead of values | |
| Contact Cisco Smart Bonding support to validate the mapping of your incident table to the Cisco TAC Cases for your account |