SNGTW probe is not creating tickets in service mail

Document ID : KB000098537
Last Modified Date : 31/05/2018
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Issue:
SNGTW probe is not creating tickets in service mail 

Within the probe the test connection button returns the message:

"invalid_parameters, unable to connect to server"

 
Environment:
UIM 8.51 
robot / hub 7.93 
sngtw 2.12 

Windows environment
Cause:
For unknown reason the reboot of the server may have affected the configuration of the probe
Resolution:
The SNGTW probe tab "webservices Method" should reflect the  
sngtwRequest.xml stored in the probe directory

You should verify the content of this file and have the string filled in properly 

In this example the entry was not correct and editing the string and have the appropriate string replaced with the correct one in any section of the file. 

failed string

"xmlns:tns <http://www.xxxxx.service-now.com\u_event" 

replaced by
https://xxxxxx.service-now.com\u_event 

wait for few minutes, try the test connection and check if it is green 


 
Additional Information:
The log can help to understand what is the correct string read by the probe.