Troubleshoot ITSM integrations

This page provides solutions for common issues with ITSM integrations, such as ConnectWise® and ServiceNow®. For any other troubleshooting issues, including error messages not listed here, contact your Concierge Security® Team (CST).

View ITSM errors

  1. Sign in to the Arctic Wolf Unified Portal.
  2. In the navigation menu, click Organization Profile > Integrations.
  3. Click the ITSM tab.
Errors display in the Integration Errors table.

Permissions are misconfigured

These errors display in the Arctic Wolf Unified Portal:

  • <itsm_software> permission misconfiguration.
  • Unable to retrieve company due to <itsm_software> permission misconfiguration.
  • Failed to get <itsm_software> comments. <itsm_software> permission misconfiguration.

The integration does not have the necessary permissions to create tickets in your ITSM environment.

  1. Confirm that the roles are correct. See the configuration guides for more information:
  2. If the problem persists, contact your CST.

Invalid URL

This error displays in the Unified Portal: <itsm_software> URL misconfiguration.

The URL for the your ITSM service is incorrectly entered.

  1. Sign in to the Arctic Wolf Unified Portal.
  2. In the navigation menu, click Organization Profile > Integrations.
  3. Click the ITSM tab.
  4. Click Edit Settings.
  5. In the Account Information section, verify that the URL includes https://. A URL with http://, or the URL alone, does not work.

Check ConnectWise status

Visit the ConnectWise status page to check if ConnectWise is experiencing any service issues.