Steps to Troubleshoot Integrations
Understand the Integration:
Ensure you have a comprehensive understanding of the integration's purpose, functionality, and components.
Utilize External Tools:
Use tools like Postman to verify that the integration is functioning correctly from an external perspective.
Leverage ServiceNow Tools:
Use the REST API Explorer within ServiceNow to test and validate the APIs being used in the integration.
Validate Authentication:
Confirm that authentication mechanisms and credentials are correctly configured and valid.
Check Logs if Issues Persist:
Outbound Requests: Navigate to System Logs → Outbound HTTP Request to view logs related to outbound requests.
Inbound Requests: Collaborate with the third party to identify any errors they are receiving from ServiceNow.
System Logs: Check system logs to identify any errors captured by the try-catch block.
Canceled Transactions: Review logs for any canceled transactions that might be affecting the integration.
Best Practices:
Thorough Planning and Testing:
Engage all relevant stakeholders during the planning phase and ensure thorough testing before deploying integrations.
Centralized Logging:
Implement logging in a central location, ideally using a custom table, to streamline monitoring and troubleshooting.
Enhanced Visibility:
Create dashboards that provide clear and comprehensive visibility into the integration’s performance and health.
Automatic Retry Mechanism:
Implement an automatic retry mechanism with a defined retry policy. If the retry process fails repeatedly, generate a service request and assign it to the integration team for further investigation.
Error Handling:
Implement try-catch blocks to effectively handle errors. Regularly monitor the system for issues and ensure that these blocks print logs into the system log within a separate class.
Review Outbound Logs:
Regularly review HTTPS outbound logs to ensure the smooth operation of outbound requests and detect any potential issues early.
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