There may be times where using ATO Protect in ServiceNow can result in some issues that extend beyond the integration guide provided during the onboarding process. If that is the case, we recommend reaching out to support@trusona.com with the below information:

 

  1. Reproduce the error once in production. Note the time, time zone, and ServiceNow username.
  2. Open System Logs > All. Limit the results to five minutes around the error. Search the Message field for each of these phrases separately:
    1.     Trusona ATOP getDocumentTypes
    2.     Trusona Job Processor
    3.     Trusona ATOP getJobStatus
  3. Copy any matching error messages, including the details after the colon.
  4. In the ServiceNow navigator, enter:
    1. x_truso_trusona_1_trusona_outbound_job.list
    2. Filter Job type to document_types and sort newest first. Open the record matching your test and copy its Status, Error message, and record ID. If no matching record exists, let us know.
  1. If there are no useful errors in those records, open System Logs > Outbound HTTP Requests.
    1. Check the same time period for requests to the configured Trusona OAuth token URL
    2. or a URL ending in /api/v1/tenant_configuration.
    3. Copy the destination URL, response status, and any connection error.
  1. Send us the test time, time zone, username, and the results above.