ConnectALL won't sync records after ServiceNow password change even when connection is working

Products

• ConnectAll SaaS
• ConnectALL
• ConnectAll On-Prem

Issue/Introduction

Automation won't sync the records after ServiceNow service account password changed in ServiceNow Connection.

Error Message :  Record could not be updated due to the error {"error":{"message":"User Not Authenticated","detail":"Required to provide Auth information"},"status":"failure"}

Environment

3.x

Resolution

The issue is because the credentials are cached in automation. Clearing these credentials from automation will fix the issue. Please follow steps below.

1. Modify automation with issue
2. Navigate to Entity Mapping Tab
3. Clear Sync User and Sync Password
4. Save the automation and retry failed record.