AutoSys SNOW Integration: "Error during insert of incident" due to Permission Mismatch on Template Files.

Products

• Autosys Workload Automation

Issue/Introduction

The customer reported a failure during ServiceNow (SNOW) integration using the auto_helpdesk -G command and automated job failures. While the initial configuration appeared successful, the integration would fail repeatedly after the user logged out of the server or when automated jobs attempted to trigger incident creation.

Error Message:

CAUAJM_E_61013 Help desk request failed. Detail information <{"error":{"message":"Operation Failed","detail":"Error during insert of incident (INC5*****)"},"status":"failure"}>.

Environment

 

• Product: AutoSys Workload Automation

• Release: 24.1

• Operating System: Linux

• Integration: ServiceNow (SNOW) using libsvcnow

 

Cause

Investigation during a live session revealed a file permission and ownership conflict.

• The helpdesk template/glob files located in /tmp were owned by the root user.

• The AutoSys application and the autorep -z ALL command were being executed by the autosys user.

Due to the ownership mismatch, the autosys user could not access or display the necessary glob files required for the integration to authenticate and pass data to ServiceNow consistently, leading to the "Operation Failed" response from the SNOW API.

Resolution

The issue was resolved by correcting the file system permissions to ensure the AutoSys service user had the necessary access to the integration files.

• Action Taken: Changed the ownership of the glob files in the /tmp directory from root to the appropriate autosys user.

• Verification: After the ownership change, the test failure jobs ran and created incidents in ServiceNow without further errors.