---
sourceDocument: Australia Asset Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-asset-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Generate troubleshooting guidance for SaaS and SSO integrations

# Generate troubleshooting guidance for SaaS and SSO integrations by using ServiceNow Otto for Software Asset Management (SAM) {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Generate error messages and detailed guidance to troubleshoot runtime job failures for SaaS and SSO integrations. These recommendations enable you to resolve common configuration issues and reduce downtime.

## Before you begin

Role required: sam_integrator

## About this task

Note:  
The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

Starting with the Australia Patch 4 release, AWS Claude is the default model provider for the Error resolution recommendation and Error log summarization generative AI skill.

ServiceNow Otto for SAM generates the troubleshooting guidance for all SaaS and SSO integrations by enabling dynamic debug-level logging for flow actions and validating connections. The troubleshooting guidance is available for both current and new SaaS integrations.

## Procedure

1. Navigate to WorkspaceSoftware Asset WorkspaceLicense operations.
2. Select User subscription and then select Direct integration profiles.
3. Generate troubleshooting guidance.

   | Integration | Action |
   | Existing | 1. Select the integration profile from the Direct integration profiles list.An error message is displayed on the Integration Profile form indicating that the scheduled job failed to complete successfully. 2. Select Troubleshoot on the error message. The ServiceNow Otto for SAM application generates the troubleshooting details that contain the error summary and suggested resolutions. Each error that's listed in the Error Summary section has a corresponding troubleshooting guidance in the Suggested Resolutions section. {#troubleshooting-saas-now-assist-sam__ol_j4f_bt5_g3c} |
   | New | 1. Select New. 2. Select an integration type from the drop-down list. 3. Select Continue. 4. On the Integration profile form, enter a unique and descriptive Display name. 5. Verify the required user roles or API permissions specified under various subflows and select Save. 6. Select the preview icon ![]() next to the Connection \& Credential field. 7. Enter connection and credential details for this integration profile by selecting the Create New Connection \& Credential related link. 8. Select Create. 9. On the integration profile form, select Validate Connection to verify the connection and credential details of this integration. The ServiceNow instance displays an error message stating that the connection validation isn't successful. 10. Select Troubleshoot on the error message. The ServiceNow Otto for SAM application generates the troubleshooting details that contain the error summary and suggested resolutions. Each error that's listed in the Error Summary section has a corresponding troubleshooting guidance in the Suggested Resolutions section. {#troubleshooting-saas-now-assist-sam__ol_tk4_gvf_g3c} |
   |-|-|

   {#troubleshooting-saas-now-assist-sam__choicetable_azy_b5f_g3c}  
4. Use the suggested resolutions and select Validate Connection.  
   If the connection validation isn't successful, you can select the Troubleshoot button to regenerate the error summary and resolution guidance.
5. After the connection validation is successful, publish the integration profile by selecting Publish.

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