We have been running the sdgtw probe with ServiceNow with no issue for some time now but today the probe was throwing the following error:
"Queue is not subscribed as there is no valid Service Desk connection. Please check Service Desk connection details or configure service desk(s)"
The ticket queue attached to the hub was backing up. We cleared the queue and restarted the probe and the probe still was giving the same error. sdgtw.cfg contents appeared as expected.
Via the Admin Console we tested the connection via validate connection but it shows Validation Failed. Log showed errors from the connection test:
Oct 17 09:00:38:215 [attach_socket, sdgtw] removing id form the connection details
Oct 17 09:00:38:215 [attach_socket, sdgtw] useCustomEndpoint is null and customEndPoint is null
Oct 17 09:00:38:215 [attach_socket, sdgtw] Inside doSDConnectionConfigurations(String, connectionDetails) method. serviceDesk ServiceNow
Oct 17 09:00:38:215 [attach_socket, sdgtw] putRequest :PUT /xx-xxx-xx/xxx/v2/config/integration/ServiceNow HTTP/1.1
Oct 17 09:00:45:744 [attach_socket, sdgtw] Update for ServiceNow is returned with code: 200
Oct 17 09:00:45:744 [attach_socket, sdgtw] In validateIntegration method :url is http://xxxxxxxx:13327/xx-xxx-xx/xxx/v2/config/integration/ServiceNow/testConnection
Oct 17 09:00:45:744 [attach_socket, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://xxxxxxxx:13327/ca-nim-sm/api/v2/config/integration/ServiceNow/testConnection :: ServiceNow
Oct 17 09:00:53:030 [attach_socket, sdgtw] responseCode :: [200] response message :: [OK]
Oct 17 09:00:53:031 [attach_socket, sdgtw] Exception in making the connection to MDR:java.lang.NullPointerException
at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.validateConnectionDetailsWithoutUpdating(SDGtwProbe.java:1695)
at com.nimsoft.probe.gateway.sdgtw.SDGtwCallbackHandler.validateSDConnection(SDGtwCallbackHandler.java:168)
at com.nimsoft.probe.gateway.sdgtw.SDGtwCallbackHandler.handleCtdCallback(SDGtwCallbackHandler.java:99)
at com.nimsoft.probe.common.ctd.AbstractCtdProbeCallbackHandler.cbHandleCtdCallback(AbstractCtdProbeCallbackHandler.java:809)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:498)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.performCallback(NimServerSession.java:225)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.handleMessage(NimServerSession.java:178)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.run(NimServerSession.java:123)
In Service Now, we see the following:
Field(s) present in the query do not have permission to be read:
com.glide.processors.soap.SOAPProcessingException:
Field(s) present in the query do not have permission to be read:
com.glide.processors.soap.command.GetRecords.get(GetRecords.java:38)
com.glide.processors.soap.command.AGet.process(AGet.java:70)
com.glide.processors.soap.SOAPProcessorThread.doCommand(SOAPProcessorThread.java:312)
com.glide.processors.soap.SOAPProcessorThread.doCommand(SOAPProcessorThread.java:299)
com.glide.processors.soap.SOAPProcessorThread.processStandardWebService(SOAPProcessorThread.java:231)
com.glide.processors.soap.SOAPProcessorThread.processBody(SOAPProcessorThread.java:209)
com.glide.processors.soap.SOAPProcessorThread.processRequest(SOAPProcessorThread.java:176)
com.glide.processors.soap.SOAPProcessorThread.run0(SOAPProcessorThread.java:131)
com.glide.util.ParentedThread.run(ParentedThread.java:51)
As far as we know, no one made any changes to the sdgtw probe.