Solved: ServiceNow for Workflows: Search in ServiceNow exceptions

chris_cho · ‎24 Jun 2025

Hello,
As an alternative running a Synthetic HTTP monitor with multiple steps, with iteration of ServiceNow requests, based on the offset, I want to use a [ServiceNow Search] task in a workflow.
For this, I created the connection to the ServiceNow by providing the URL, username and password. I added the ServiceNow name to [Host patterns] in [Setting]->[General]->[External Requests].

Running the Dynatrace workflow, I got the error message:
Error while searching 'table_name' table in ServiceNow: Could not parse response. Check that this is a valid, running ServiceNow instance

I checked the ServiceNow query in Postman and it returned the expected results.

I am not sure what I am missing here. Please advise.
From workflow

From Postman

Alternatively, by using an HTTP request task in the workflow, I am getting a more detailed HTML format exception response:

[ERROR] <html><head><title>ServiceNow - Error report</title><style><!--body {font-family:Tahoma,Arial,sans-serif;} h1, h2, h3, b {color:white;background-color:#525D76;} h1 {font-size:22px;} h2 {font-size:16px;} h3 {font-size:14px;} p {font-size:12px;} a {color:black;} .line {height:1px;background-color:#525D76;border:none;}--></style> </head><body><h1>HTTP Status 403 – Access restricted (IP not authorized)</h1><HR size="1" noshade="noshade"><p><b>type</b> Status Report</p><p><b>Message</b> <u>Access restricted (IP not authorized)</u></p><p><b>Description</b> <u>http.403</u></p><HR size="1" noshade="noshade"><h3>ServiceNow</h3></body></html>
[ERROR] Error: Response has status code 403 which indicates an error.

marco_irmer · ‎24 Jun 2025

In your alternate approach, the error message indicates "Access restricted (IP not authorized)", along with HTTP status code 403.

I recommend you check with your ServiceNow admins whether there are any access restrictions based on IP address which may be causing this issue.

chris_cho · ‎24 Jun 2025

Hello Marco,

Thank you for your reply.

Indeed, it looks like the cloud Dynatrace tenant allocates dynamically the IPs, and ServiceNow folks want to allow the access based on IPs. Is any other way to query ServiceNow from cloud Dynatrace tenant?

marco_irmer · ‎24 Jun 2025

You may be able to leverage EdgeConnect to funnel the requests through a single known IP within your own network.

chris_cho · ‎24 Jun 2025

Thank you Marco, that may work. I need to check with our Dynatrace admins.