The NIM Helpdesk integration with ServiceNow is not working properly.
When clicking the test button to test the integration, nothing returns. It usually takes a few minutes before an unsuccessful message is return.
Release : 4.2
Customer edit the \CA\SOI\tomcat\lib\resources\helpdesk.properties and had a user (in SOI_REST_USERID) for the UI connection that was not part of any SOI group resulting in the problem.
Once we added this user to a group in SOI and restarted the SOI Manager and UI, the integration started working.