Troubleshooting

Common issues

1. Failure to Establish API Connection:

Regenerate the API Key in your Admin By Request Portal and ensure you have clicked the Save button (the green tick icon appears upon successful save). Replace the API Key in the ServiceNow Properties page and click Save. Ensure the “Properties Saved” message appears at the top of the page.

2. No Auditlog or Request Data Coming Through:

   • Ensure the Flow has been configured correctly (Task C in this manual). Go to the Flow Designer, locate the Admin By Request Flow, and ensure all three are Active. Check that the Trigger is set to a reasonably short interval (i.e., not a long period, e.g., two hours).

   • Ensure there is data in your Admin By Request Portal to be pulled through to ServiceNow. If no data exists in Admin By Request, create some test data by making a and consuming a request on the endpoint.

3. Unable to Access ServiceNow Features:

   Ensure the account you are signed in to in ServiceNow has the appropriate administrative permissions enabled to access the features required for this integration. (Admin privileges required for Tasks A through D.)

Adding ID and Trace No. to the Audit list

As a default, the Audits/Requests list contains seven columns:

1. Requested at

2. State

3. User

4. Email

5. Type

6. Computer Name

7. Application

To personalize your list columns:

1. Find the relevant fields on the left side (e.g., Request Id and Trace Number).

2. Move them to your list view by clicking the right-arrow (or double clicking).

3. You can adjust the order of the columns using the up- and down-arrows.

4. Click OK

Other issues

For any issues unable to be resolved using the steps above, contact Admin By Request by:

• creating a Support ticket,

• emailing us, or

• contacting your Account Manager.

For issues unrelated to the Admin By Request application, contact your ServiceNow representative.