ServiceNow: POST request issues from xMatters

Question 

Our ServiceNow integration has suddenly started producing errors on outbound integrations from xMatters to ServiceNow:

Script failed with message: JavaObject[org.springframework.web.client.ResourceAccessException:

I/O error on POST request for "https://my.service-now.com/api/x_xma_xmatters/xm/incident":

Read timed out; nested exception is java.net.SocketTimeoutException: Read timed out (org.springframework.web.client.ResourceAccessException)]

What's causing this?

Environment

• All versions of xMatters
• ServiceNow integration

Answer

This is likely due to a connection issue between your xMatters instance and ServiceNow; for example, a firewall rule that's changed, internet connectivity, or configuration change on the ServiceNow side.

To confirm whether the issue is on the xMatters side or upstream, xMatters Support can review incoming request logs for your integration URL. Support can report timestamps of received requests and whether those requests appear in xMatters logs as successful or failed. If requests do not reach the xMatters network infrastructure, the xMatters instance will not receive Alert data and you may only see failures on the ServiceNow side.

In this case, we recommend reviewing the ServiceNow logs to verify incoming HTTP requests and responses, and comparing those timestamps with what xMatters Support sees in the xMatters logs.

For more information about troubleshooting the ServiceNow integration, see the ServiceNow integration guide.

If you're still having problems, contact our Support team for assistance.