When the alerts on SOI console are not able to automatically create tickets in ServiceNow, please go to SOI console, right click on the alert and click on “Take Action”. After you have selected the right action and received an error below.
Please go to SOI manager and open soimgr-debug.log under \CA\SOI\tomcat\logs. If you can find the below error message, then this KB article will be applicable for you.
[PoolThread-4032: GlobalPool => ActionService] escalation.ITPAMWSClient.SoapCall2ITPAM(361) - Error occurred during checkServerStatuscom.sun.xml.messaging.saaj.SOAPExceptionImpl: java.security.PrivilegedActionException: com.sun.xml.messaging.saaj.SOAPExceptionImpl: Message send failed