Support
If issues arise when installing or configuring the Cisco PLSS Application, contact Cisco support for help. To access support contact details, navigate in the ServiceNow Instance to Cisco PLSS Application > Administration > Support.
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 partner 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 partner via this email address. The partner is responsible for monitoring this mailbox and responding to messages from Cisco TAC.
If the partner 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 partner customizes the PLSS app between versions, upgrades for ServiceNow might fail.
- The scripts in the PLSS 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, e.g., https://customerServiceNow.service-now.com/api/x_caci_plss/sg_inbound |
| 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_plss.plss_maint role | |
| User cannot see “Cisco Partner Lifecycle Services Support” application Navigator. | Verify that user has x_caci_plss.plss_task_user, x_caci_plss.plss_read or itil role |
| User cannot See “Create PLSS Case” UI action from Incident | Verify that user has itil or x_caci_plss.plss_task_write |
| User cannot See “View PLSS Case” UI action from Incident | Verify that user has itil or x_caci_plss.plss_task_write |
| User cannot View PLSS Case details | Verify that user has x_caci_plss.plss_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 your Cisco rep to validate the mapping of your incident table to the Cisco TAC Cases for your account |