AutoSys HelpDesk Integration Failure due to Netskope Security Proxy Interception

Products

• Autosys Workload Automation

Issue/Introduction

Users may observe that the AutoSys Scheduler stops sending job failure information to ServiceNow for ticket generation.

• The event_demon log contains error CAUAJM_E_61013 Help desk request failed.
• The detailed error information following CAUAJM_E_61013 contains raw HTML data (such as window.onload = function() or references to "Policy Violation") instead of expected API responses.
• Integration may appear to be globally disabled after multiple consecutive failures.

Environment

Product: AutoSys Workload Automation AE
Integration: HelpDesk (ServiceNow via REST API)
Security: Netskope Security Proxy/Gateway

Cause

Analysis of the event_demon logs reveals that the AutoSys Scheduler’s outbound connection to the ServiceNow REST API URL is being intercepted at the network layer.

Area of Relevance (Netskope Interference): The raw HTML captured in the logs confirms that the connection is being redirected to a Netskope security block page. Because the scheduler receives a "Policy Violation" HTML page instead of a valid JSON response from the ServiceNow API, the integration request fails.

Additionally, if the integration fails consecutively more than the configured helpdesk_num_retries (default is 5), AutoSys disables the HelpDesk integration globally to protect system resources. This prevents subsequent job failures from attempting to create tickets until the scheduler is restarted.

Resolution

1. Network & Security Bypass
   Coordinate with your Network and Security teams to ensure the AutoSys Scheduler host is permitted to communicate with the ServiceNow endpoint without proxy interference.
   
   • Action: Implement a Netskope bypass or whitelist for the AutoSys Scheduler server(s) specifically for the ServiceNow API URLs.
   • Verification: Test connectivity from the AutoSys server using curl to ensure a valid JSON response is returned rather than an HTML block page.
2. Re-enable the Integration
   Once the network block is removed, the AutoSys Scheduler must be restarted or refreshed to clear the "Disabled" state and resume ticket creation.
   
   • Linux/UNIX: Send a SIGHUP signal to the event_demon process.
   • Windows: Use the AutoSys Administrator GUI to Pause and then Resume the Scheduler service.

Relevant Error Codes

• CAUAJM_E_61013: Help desk request failed.
• CAUAJM_I_61015: Help desk request pending.
• CAUAJM_E_61016: Help desk request failed for [JOB NAME].
• CAUAJM_E_20229: An unrecoverable error has occurred or the maximum number of allowable errors has been exceeded. Help desk integration is disabled.