I have an SOI 4.x integration with Service Now using the Universal HelpDesk API (No PAM is involved) which was working. Now, when I try to create a ticket in the SOI console, the ticket creation fails with "create ticket error.See CA Process Automation Workflow".
4.x integration with SNOW using Universal HelpDesk
In the soimgr-debug.log we can see the following errors indicating the SSL certificate on the SOI side does not match the SSL certificate on the Service Now side.
sun.security.validator.ValidatorException: PKIX path building failed:
sun.security.provider.certpath.SunCertPathBuilderException: unable to find
valid certification path to requested target
We need to re-import the SSL certificate for Service Now in SOI:
- Login to http://<SOI_Manager>:7090/sam/admin/
- Click on 'SSL Certificates'
- Browse for the new SSL certificate
- Provide 'New Alias' name
- Select Overwrite = No
- Click Save
- Restart the SOI manager for those changes to take effect.
Note: This error can also happen if you use a mis-configured ticket action, so make sure the ticket action is properly configured.