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ServiceNow Securlet failed to get authorization token

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Article ID: 172529

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Updated On:

Products

CASB Security Standard CASB Security Premium CASB Security Advanced CASB Audit CASB Gateway CASB Gateway Advanced Data Loss Prevention Cloud Package

Issue/Introduction

Worked through the process to Activate the ServiceNow Securlet. Received the same message with the same reference ID each time, even when using different rights for the ServiceNow admin account and using different CloudSOC Sysadmin accounts.  

Failed to get authorization token from Servicenow. Please contact the Elastica support team.

Cause

Network communications blocked by proxy/firewall on specific IP whitelisting and the user was unable to communicate to the ServiceNow site and authenticate.

Resolution

Remove restrictions for IP addresses required to communicate to ServiceNow site.

  • This is completely on the SaaS site for CloudSOC is unable to present any IP ranges for those external sites as outlined on TECH251215
  • Also noted that the entire URL parameter in Elastica is not needed. Example: paypaldev instead of paypaldev.service-now.com when activating as the header/tail are already in place per the documentation.