Error while parsing response of objectClass 'User' - ServiceNow REST connector - Failures on explore and attempting to open an account

Products

• CA Identity Suite
• CA Identity Manager

Issue/Introduction

We are getting failures attempting to explore the ServiceNow endpoint:

REST: Error while parsing response of objectClass 'User' [Invalid JSON data at line 1 column 1]

Environment

Release : 14.5.1

Component : IdentitySuite(Identity Suite)

Component : IdentityManager(Identity Manager)

Cause

This error can be seen if the ServiceNow system has entered hibernation state.

Resolution

Try accessing the ServiceNow system via a web browser to see if it is in hibernation state and if so wake up the ServiceNow system.