ServiceNow Securlet failed to get authorization token

Products

• CASB Security Standard
• CASB Security Premium
• CASB Security Advanced
• CASB Audit
• CASB Gateway
• CASB Gateway Advanced

Issue/Introduction

Error when activating the ServiceNow Securlet.

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 IP addresses restrictions to communicate with ServiceNow.

• IP restrictions are on the ServiceNow side. CloudSOC is unable to present any IP ranges that match the IP addresses allowed in ServiceNow for external sites
• The entire URL parameter in Elastica is not needed. Example: sampledev instead of sampledev.service-now.com when activating as the header/tail are already in place per the documentation.