topic ServiceNow Developer looking for ideas in Cortex XSOAR Discussions

ServiceNow Developer looking for ideas

lonesoac0 — Fri, 13 Dec 2024 15:43:36 GMT

Hello all,

I am a ServiceNow developer that is assisting a user that is using the XSOAR integration. The user is using the XSOAR application to run queries on my SN instance, but is not getting any results. I have checked his API account and it works fine in Postman. I shared the Postman information with my customer and it worked fine there too. I think that there is something wrong on the XSOAR side of things. I found the documentation of: https://xsoar.pan.dev/docs/reference/integrations/service-now-v2. Can anyone point me to any more documentation to assist my user?

Thank you.

Re: ServiceNow Developer looking for ideas

elmitchell — Mon, 16 Dec 2024 14:01:23 GMT

Hello @lonesoac0, First I would look at the integration configuration on the XSOAR side and make sure the default incident type and the The query to use when fetching incidents is correct. Then I would have the XSOAR user run a command from their war room such as !servicenow-get-ticket but also have the user pass the argument of debug-mode=true as this will provide a verbose output that can help you identify if the issue if on the XSOAR side. These steps will help you to identify the issue and see if it is on the XSOAR side or SN side