When using custom Help Desk integration script, auto_helpdesk -G gives an error {"error":{"message":"User is not authenticated","detail":"Required to provide Auth information"},"status":"failure"}

Products

• Autosys Workload Automation

Issue/Introduction

When using a custom script based integration with Service Now,  auto_helpdesk -G gives below error:

{"error":{"message":"User is not authenticated","detail":"Required to provide Auth information"},"status":"failure"}

Cause

$AUTOUSER/helpdesk.$AUTOSERV  file has encrypted password for helpdesk_access for the user like:   helpdesk_access=admin/##############

First portion is the username,  second portion is encrypted password string for that user, via autosys_secure -> get encrypted password approach.  If you are using a custom script, that script cannot decode autosys encryption, so the password needs to be in clear text.

Resolution

When using custom help desk script, the password should be in clear text,  example:  helpdesk_access=admin/abcdxyz    where  abcdxyz cannot be an autosys_secure encrypted string.

Additional Information

As it is a custom script, you can encrypt the password string using some other way, and then code the script to decrypt it during run time.