Error "Content is not allowed in prolog." when creating Incident Web Adapters

Document ID : KB000088021
Last Modified Date : 14/04/2018
Show Technical Document Details
Issue:
Error Message :
com.uc4.be.gui.remote.CITGuiException: org.xml.sax.SAXParseException: Content is not allowed in prolog.

When setting up the RA Service Now Agent, clicking on the Create Incident Adapters will throw an "Uncaught exception."  Clicking on the details of this Error will display the CITGuiException error above.

Investigation

​This can be caused in three ways that we are aware of:

  1. The Inbound ServiceNow Web Service has not been created.
  2. The name of one of the WSDL files is incorrect.
  3. The user in the Connection object does not have the correct permissions to create the incident adapters.

 

 

Environment:
OS Version: N/A
Cause:
Cause type:
Configuration
Root Cause: Can be caused when inbound SN Web Service hasn't been created, invalid WSDL name or permissions not granted to create the Incident adapters.
Resolution:
The following actions can be taken for each scenario.
  1. The Inbound ServiceNow Web Service has not been created.​
Action: Confirm that the Inbound ServiceNow Web Service has been created according to the Service-Now RA documentation.
  1. The name of one of the WSDL files is incorrect.
Action: ​Confirm that the WSDL files have the correct name by navigating to <ServiceNow URL>/<WSDL file>.  
  1. The user in the Connection object does not have the correct permissions to create the incident adapters.
Action: ​Be sure that the user has the correct roles and permissions to fully access the WSDL files from an Inbound Web Service call.

 



Fix Status: No Fix

Fix Version(s):
N/A
Additional Information:
Workaround :
N/A