How to Troubleshoot ServiceNow NetBrain App Connector Issues?

What does the Connector do?

The Connector saves all necessary information for ServiceNow to send the NetBrain Trigger API through HTTP to NetBrain.

To test the connector, NetBrain App sends a login request to NetBrain to validate both network connectivity and credentials authentication. If either of the 2 validation items doesn't pass the test, the integration solution would not work.

Errors

• Access to event 'x_nbt_netbrain.unhealthy' from scope 'NetBrain' has been refused. The event is not defined.
• There was a problem establishing an NetBrain API authenticated connection. Please see System Log for details
• Incorrect Embedded Map user credential, Please enter correct credential
• This connector is not in a Healthy state.

Troubleshooting Procedure

1. Active
   • There is only 1 active connector allowed. Make sure it is checked for the expected connector.
2. Endpoint
   • For security purposes, HTTPS is required. HTTP is not acceptable.
   • The certificate being used on the NetBrain Web Server or the load balancer (if HTTPS is enabled on load balancer) must be able to be authorized from the client-side (User's browser).
3. MID Server
   • ServiceNow instance is cloud-based. If the endpoint is not accessible from the internet, a MID Server is needed. Contact ServiceNow Support for more details of MID Server.
4. NetBrain API Username/Password
   • This is a Normal-User which can access the expected NetBrain domain with Power User privileges.
   • Make sure either "Allowed to change individual password" is disabled when creating this user, or the user password is reset successfully by the first login through NetBrain main UI.
5. Embedded Map Username/Password
   • This is an Embed-Map-User which can access the expected NetBrain domain with Guest privileges.
   • Before setting the user as Embed-Map-User, make sure either "Allowed to change individual password" is disabled when creating this user, or the user password is reset successfully by the first login through NetBrain main UI.
   • Double-check the user is set as Embed-Map-User by right-clicking on the user. If a "Set as Normal-User" option is available, the user is an Embed-Map-User.
6. TenantID/DomainID
   • Double-check the IDs are provided correctly.
7. If all 6 steps above are checked and verified without any issue, please contact NetBrain Support for further investigation.