RVR-SRVNW-003

1. Issue Summary

   • Error Code: RVR-SRVNW-003
   • Description: The error indicates that there was a failure in sending a request to ServiceNow. This usually points towards issues in the connection configuration or network connectivity with the ServiceNow instance.
   • Initial Diagnosis: This error often arises from incorrect connection settings (like domain URL, username, password) or network-related issues, such as unwhitelisted IP addresses or restrictions on APIs.

2. Action Steps:

   • Verify Connection Details:

     • Double-check the connection settings in Rivery. Ensure that the ServiceNow URL, username, and password are correctly entered.
     • Follow the steps for setting up a ServiceNow connection in Rivery to verify all input details.

   • Test the Connection:

     • Use the "Test Connection" feature in Rivery to test the connectivity. This can help identify if the connection to ServiceNow is successful or if there are specific issues in the configuration.

   • Network Configuration:

     • Ensure that the necessary IPs are whitelisted in your network settings. Service providers often restrict API access to specific IP addresses.
     • Review any network policies at the organizational level that might restrict communication with external services like ServiceNow.

   • Review Logs:

     • If available, review logs within Rivery and your ServiceNow instance to spot any failing requests or authentication issues. It can also reveal specific network-related blocks or errors.

3. External References:

   • For general troubleshooting and setting up a ServiceNow connection in Rivery, please refer to the ServiceNow Connection Guide.
   • You may also consult ServiceNow's API documentation for any additional checks regarding network permissions and required API formats.

If the issue persists or you need further assistance, please open a ticket with Rivery support.