Unable to connect ServiceNOW (Java handshake_failure messages)

Document ID : KB000099848
Last Modified Date : 12/06/2018
Show Technical Document Details
Issue:
The ServiceNOW Connector stopped connecting to ServiceNOW. I checked a few logs on catalyst and they all have handshake_failure messages at the time when the connector went down. When the server was rebooted and the connector restarted it remains in the Connector is loading state.

The ServiceNow_connector.log has this error... 
com.ca.usm.ucf.servicenow.ServiceNowConnector - Connection to service failed: Received fatal alert: handshake_failure 
Environment:
SOI 4.2
ServiceNow Jakarta
ServiceNow Connector 4.5.01
 
Cause:
The ServiceNow_connector.log has this error... 
com.ca.usm.ucf.servicenow.ServiceNowConnector - Connection to service failed: Received fatal alert: handshake_failure 

ServiceNow change their TLS protocol.
Resolution:
Edit \CA\Catalyst\CatalystConnector\jsw\conf\Catalyst-Container.conf
Add the following line
wrapper.java.additional.xx=-Dhttps.protocols=TLSv1.2

NOTE:  Change xx to the next unused value.