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George5E9B
Inspiring
June 27, 2024
Answered

Connecting to ServiceNow

  • June 27, 2024
  • 3 replies
  • 772 views

Company is moving to ServiceNow, and I'm experimenting with publishing from RH to ServiceNow. I have set up a Developer Instance of ServiceNow to this end. Not starting very well ....

 

ServiceNow Connection Failure - Could not connect to the site. Site is down or check your credentials.

 

I have the correct URL to the developer instance.

I'm signing in with an Admin Account on the instance and using the correct password.

 

Has anyone managed this successfully and, if so, can you help me with this stumbling block out of the gate?

 

Robohelp is latest version: 2022.4.179

TIA 

Geo

    This topic has been closed for replies.
    Correct answer George5E9B

    FYI - This turned out to be an internal network issue (never did get a good troubleshooting session with Adobe). Turned out it was our Zscaler client connector (cloud web proxy). Even though I could access the ServiceNow instance directly on the web, and ping it for liveness, for some reason Zscaler was blocking the robohelp connection for publishing. Just adding this post as a reference for any future user who may have this issue.

    3 replies

    G
    George5E9BAuthorCorrect answer
    Inspiring
    July 10, 2024

    FYI - This turned out to be an internal network issue (never did get a good troubleshooting session with Adobe). Turned out it was our Zscaler client connector (cloud web proxy). Even though I could access the ServiceNow instance directly on the web, and ping it for liveness, for some reason Zscaler was blocking the robohelp connection for publishing. Just adding this post as a reference for any future user who may have this issue.

      Jeff_Coatsworth
      Jeff_Coatsworth
      Community Expert
      July 10, 2024

      Excellent - thanks for coming back with a resolution. Might help someone else in the future.

      Peter Grainge
      Peter Grainge
      Community Expert
      June 27, 2024

      I have no real world experience of ServiceNow but see if this helps. https://www.grainge.org/RoboHelp_Tour/rh2022/outputs/outputs_knowledge_base.htm

      ________________________________________________________
      My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

       

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        Jeff_Coatsworth
        Jeff_Coatsworth
        Community Expert
        June 27, 2024

        Had to google that one - so few have ever mentioned it on the forums. Have you followed all the steps listed in this link? - https://helpx.adobe.com/ca/robohelp/using/publish-servicenow.html 
        If so, and you're still not getting anywhere with it, I suggest you ping the RH folks - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

          G
          George5E9BAuthor
          Inspiring
          June 27, 2024

          Thank you Jeff. Email sent as suggested to the tech comm suite address.

           

          Noted that there was not much feedback about RoboHelp/ServiceNow integration on either forum site (Adobe or SNow). Will try Reddit next 🙂

           

          Geo

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