Aria Automation Service Now plugin generateApiToken scheduled job fails with 400 error

Products

• VCF Operations/Automation (formerly VMware Aria Suite)

Issue/Introduction

• Aria Automation ITSM plugin scheduled jobs fail consistently or intermittently.
• ServiceNow logs display the error: rest call error found inside endpoint register.generateApiToken: method failed: (/csp/gateway/am/api/login) with code: 400.
• Catalog request forms fail to load completely in the ServiceNow UI.
• Dependent fields within the plugin interface do not populate correctly.
• Scheduled jobs such as import catalog or generateApiToken return errors

Environment

Aria Automation 8.18.1

Cause

The issue is caused by a credential mismatch or an incorrect password stored within the ServiceNow endpoint configuration. While manual validation steps might use cached or different session data, the automated scheduled jobs utilize the stored endpoint credentials to call the Cloud Services Platform (CSP) gateway. If these credentials (specifically the password) are incorrect or out of sync, the CSP gateway rejects the authentication request with an HTTP 400 error.

Resolution

To resolve this issue, update the authentication credentials in ServiceNow:

1. Log in to your ServiceNow instance with administrative privileges.
2. Navigate to the Aria Automation ITSM Plugin configuration.
3. Locate the Endpoint Configuration settings.
4. Re-enter the correct Password or Secret associated with the integration user account.
5. Save the configuration.
6. Manually trigger the generateApiToken scheduled job to verify that it now completes successfully without the 400 error.
7. Monitor the next scheduled run of the import catalog job to ensure dependent fields and catalog items load correctly.