ServiceNow REST Connector Fails to Parse User objectClass Responses

Products

• CA Identity Suite
• CA Identity Manager
• CA Identity Portal
• CA Identity Governance

Issue/Introduction

Exploration of a ServiceNow endpoint may fail with a "REST: Error while parsing response of objectClass 'User' [Invalid JSON data at line 1 column 1]" message. This behavior occurs when the ServiceNow instance is in a hibernation state, causing it to return an invalid or empty response to the Identity Suite/Manager REST API request.

Environment

Identity Manager

Cause

The ServiceNow instance has entered a hibernation state. When an API call is made to a hibernating instance, the service fails to return a valid JSON object, causing the REST connector to report an "Invalid JSON data" parsing error.

Resolution

1. Verify ServiceNow Status: Access the ServiceNow instance directly via a web browser.
2. Check for Hibernation: Confirm if the ServiceNow system displays a "hibernating" message or is unresponsive.
3. Wake the Instance: If the system is in hibernation, follow ServiceNow documentation to wake the instance.
4. Retry: Once the instance is active and accessible via the browser, perform the explore or account operation again from the Identity Manager/Suite console.