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.

In this case, we recommend reviewing the ServiceNow logs to verify incoming HTTP requests and responses. 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.

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