Unable to refresh or create OAuth 2.0 accounts in Splunk Add-on for ServiceNow version 10.0.0

Applicability

Description

After upgrading the Splunk Add-On for ServiceNow from version 9.2.1 to 10.0.0, the OAuth Grant Type authentication flow breaks. When attempting to configure or re-authenticate the ServiceNow connection, redirected back to Splunk with the error:

"Error occurred while trying to authenticate. Please try Again."

Investigation

During investigation, validate the following

• Verify the Splunk Add-On for ServiceNow version currently installed.
• Attempt to configure the ServiceNow connection using OAuth Grant Type authentication and confirm the error message: 

"Error occurred while trying to authenticate. Please try Again."

• Check splunk_ta_snow_main.log for any authentication-related entries (this log may be empty for this specific issue on version 10.0.0).
• No corresponding logs are generated in splunk_ta_snow_main.log. The issue may also surface when a previously working OAuth refresh token expires, and re-authentication is attempted on version 10.0.0.
• Verify the OAuth client ID and credentials are correctly configured and have not been unintentionally rotated.
• Reinstalling the add-on and verifying the OAuth configuration does not resolve the issue. Rolling back to version 9.2.1 restores functionality, confirming the regression is specific to version 10.0.0.

Resolution

To resolve this issue:

• Upgrade the Splunk Add-On for ServiceNow to version 10.0.1, which includes a specific fix for the OAuth authentication issue introduced in version 10.0.0.
• After upgrading, reconfigure the ServiceNow connection using OAuth Grant Type authentication and verify successful authentication.
• Confirm that data collection resumes as expected.

Related Links

Splunk add-on for ServiceNow-Splunk Documentation