Service Now integration generating errors when running Jobs
Article ID: 280944
Updated On:
Products
Issue/Introduction
When using the auto_helpdesk utility to test out the connection to Service now, the connection is succesful.
auto_helpdesk -G -L https:/<Hostname>.<domainname>.com/api/now -U <UserName> -P xxxxx
CAUAJM_I_61026 Generic Help desk ticket creation pending.
CAUAJM_I_61018 Generic Help desk request creation successful, TICKET_NUMBER: INC######### TICKET_ID: ####XXXX###XXX##XXX
However, when trying to test a job, the following in seen in the event_demon.log
03/20/2024 11:55:49] CAUAJM_I_61015 Help desk request pending for JOB: <JOBENAME> RUN_NUMBER: 549519.1 ALARM: JOBFAILURE
[03/20/2024 11:55:49] CAUAJM_E_00200 Encryption/Decryption Failed. Module: etpki_crypto, Error: wrong final block length, Possible Cause: Unknown
[03/20/2024 11:55:49] CAUAJM_E_61023 Unable to decrypt the authorization key.
[03/20/2024 11:55:49] CAUAJM_E_20229 An unrecoverable error has occurred or the maximum number of allowable errors has been exceeded. Help desk integration is disabled
Environment
Autosys R12.1.01
Cause
the password in the helpdesk.<isntanceid> file on the helpdesk_access line was not encrypted
Resolution
To correct this issue use autosys_secure to create the encrypted password
https://techdocs.broadcom.com/us/en/ca-enterprise-software/intelligent-automation/autosys-workload-automation/12-1-01/securing/ca-workload-automation-ae-data-encryption.html#concept.dita_3426e9d1d5fe57fe092c35f3997ec7420306fe04_EncryptaPassword
Update the helpdesk_access line in the helpdesk.<isntanceid> file with the properly encrypt password and username
Additional Information
See the helpdesk_access parameter in the Configure AutoSys to Enable Integration with ServiceNow section of the documentation.
helpdesk_access=<User/Encrypted Password>
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