Need understanding on how to connect service now with power automate

[rishabhkhanna1]

Facing issues to create a new service request in client service now tool using Power Automate.

Error message shows 

"body": {"error": {"message":"Operation Failed","detail":"ACL Exception Insert Failed due to security constraints"},"status": "failure"}

Kindly assist.

[nitishsh91]

Hi @rishabhkhanna1 

I had a similar error yesterday and its was due to access being changed on my user account which I was using to raise incidents in service now.

Here are a few things you can check to resolve the issue:

1. Check the access controls for the target table in ServiceNow. Make sure that the user account you are using has the necessary roles and permissions to create records in that table.

2. Verify that the target table name in your Power Automate flow matches the table name in ServiceNow exactly. Any discrepancies in table names can cause this issue.

3. Check if there are any mandatory fields or data validation rules for the target table in ServiceNow. Make sure that you are providing all the required data for creating a new record, and that the data provided meets any validation rules.

4. Verify the authentication details that you are using in your Power Automate flow to connect to ServiceNow. Make sure that the user account and authentication method you are using have the necessary access to create records in the target table.

5. If the issue persists, try creating a new service request manually in ServiceNow using the same user account that you are using in the Power Automate flow. This can help you identify any issues with the user account or target table in ServiceNow.

[rishabhkhanna1]

Hi @nitishsh91 ,

Thanks a lot for your response.

Any thoughts on how to check access controls in service now? Do we need higher access to service now to check that?

How do we validate Table name from Service Now ? Any API Calls needed as such to check?

Also, we have a service account that we are using to authenticate Power Automate flow with service now, although unable to login to service now/office.com using those credentials.

[nitishsh91]

You can use username and password using Powershell to query for a particular table using API and see if you are able to fetch the data or not. It will give you an error or something if that doesn't work.

If you have access, login to service now using your id and search for API user and look at the activity history if there has been any change in policies off late.

[rishabhkhanna1]

Can you help me understand on how to connect with Powershell for next steps ?

[nitishsh91]

Here you go:

I tested logging an incident in service now, you can modify it to fetch details of any incident:

# Set the credentials
$User = ''
$Pass = ''

# Set headers
$GlobalHeaders = New-Object "System.Collections.Generic.Dictionary[[String],[String]]"
$GlobalHeaders.Add('Accept', 'application/json')
$GlobalHeaders.Add('Content-Type', 'application/json')

# Build & set authentication header
$base64AuthInfo = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $User, $Pass)))
$GlobalHeaders.Add('Authorization', ('Basic {0}' -f $base64AuthInfo))

# Load variable with ServiceNow instance URL
$ServiceNowInstance = 'service now instance url'
# Load a variable with the incident table API endpoint
$CreateIncidentURL = "$ServiceNowInstance/api/now/table/incident"
# Service Desk assignment group sys_id
$AssignmentGroup = ''

Function Add-Ticket {
# Load a variable with data for the description field
$MessageBody = "This is a test incident to test call-out."
# Load a variable with data for the short description field
$ShortDescription = ""
$incidentBody = @{
"short_description"= $ShortDescription;
"urgency"= "2";
"impact"= "2";
"business_service" = "";
"assignment_group" = "";
"cmdb_ci" = "";
"description" = $MessageBody;
"caller_id" = "userid";
"contact_type" = "auto";
}

# Body used to pass the fields I will pupulate within the ticket - there are several, see the docs
$Params = @{
Headers = $GlobalHeaders
Method = "POST"
Uri = $CreateIncidentURL
Body = ($incidentBody | ConvertTo-Json)
}

Try {
Invoke-WebRequest @ParamS -UseBasicParsing -ErrorAction Stop
}
Catch {
# Handle any errors
}
}
# Run the function, Add-Ticket
Add-Ticket