Active MID Server post-cloning credential issues

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Active MID Server post-cloning credential issues

    After cloning a ServiceNow instance, MID Server credential mismatches can cause MID Servers to go down because the MID Server [eccagent] table is not copied, while the User [sysuser] table is copied. This results in the target instance having MID Server user credentials that may not align with the existing MID Servers, leading to authentication failures and operational issues.

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    ServiceNow provides automated detection and notification mechanisms to help customers identify and resolve these credential issues post-cloning.

    Key Features

    • MID Server Issue Table ([eccagentissue]): Stores active MID Server issues specifically related to cloning, including status, evaluation times, and issue sources. Issues caused by cloning have the source marked as InstanceClone. This table is visible in a related list on each MID Server record. Records older than 30 days are removed unless the issue persists.
    • Post-Cloning Cleanup Script and Scheduled Jobs: The cleanup script Bad MID Server credentials after clone runs automatically on the target instance, invoking the BadMIDCredentialAfterClone script include. This schedules two jobs that run 15 and 75 minutes post-clone to log any MID Servers in a Down state due to potential bad credentials, but only for MID Servers present before the clone.
    • Business Rule for Credential Monitoring: The Check for bad MID credential after clone business rule tracks MID Servers transitioning from Down to Up. When a MID Server comes back online, the rule updates the related issue record to Resolved if the problem originated from cloning.

    Resolving MID Server Credential Issues

    The error messages in the eccagentissue table specify which MID Server user is affected, typically indicating the user 'local-midserver'. Customers should:

    • Verify and compare the credentials used by the affected MID Server against the stored user credentials.
    • If credentials are incorrect, update them accordingly and recheck the MID Server status.
    • If credentials are correct but the MID Server remains down, consult the Knowledge Base for additional troubleshooting guidance.

    This process ensures MID Servers are properly authenticated and operational after an instance clone, minimizing downtime and maintaining service integrity.

    The system provides automatic processes to detect and notify you of possible MID Server credential issues after instance cloning.

    During an instance clone, the MID Server [ecc_agent] table is not copied from the source instance, but the User [sys_user] table is copied. As a result, the source MID Server user credentials copied into the target instance might not match those used by the existing set of MID Servers used by the target. Bad credentials can cause those MID Servers to be down for the target instance. Processes on the instance notify you if a MID Server is down from suspected bad credentials following an instance clone.

    Table for post-cloning credential issues

    The MID Server Issue [ecc_agent_issue] table stores active MID Server issues after an instance clone. Records in this table show a MID Server's current state, evaluation times, and the Issue source. For cases in which a MID Server for a cloned instance is down because of possible bad credentials, the Issue source is InstanceClone. Data from the MID Server Issue [ecc_agent_issue] table are displayed in a related list on a MID Server record. Records in this table are removed if they have not been detected for 30 days. Ongoing issues reappear as they occur.

    Post-cloning cleanup script and scheduled jobs

    A cleanup script called Bad MID Server credentials after clone runs on the target instance after cloning and calls a script include called BadMIDCredentialAfterClone. This script include schedules the execution of the following jobs on the Schedule Item [sys_trigger] table:
    • BadMIDCredentialAfterClone-1: Runs 15 minutes after clone execution.
    • BadMIDCredentialAfterClone-2: Runs 75 minutes after clone execution.
    These jobs log to the MID Server Issue [ecc_agent_issue] table any MID Servers that existed on the target instance prior to the clone that are in the Down state. These MID Servers are not ready for normal processing and might be down due to invalid credentials resulting from the cloning process. The state of MID Servers added to the target instance after the clone is not evaluated.
    Note:
    The MID Server log shows that the MID Server user associated with the target instance could not be authenticated or was missing the proper role.

    Business rule that checks for bad credentials

    The Check for bad MID credential after clone business rule monitors the MID Server [ecc_agent] table for MID Servers that are transitioning from Down to Up. If the business rule finds a MID Server making that transition, the rule attempts to find a matching MID Server in the MID Server Issue [ecc_agent_issue] table that has an issue source of InstanceClone and a state other than Resolved. If a match is found, the business rule updates the state of the MID Server in the [ecc_agent_issue] table to Resolved.

    Resolving MID Server issues

    The error message in the MID Server Issue [ecc_agent_issue] table names the affected MID Server user. This message appears each time the business rule runs and finds a MID Server that is down from suspected bad credentials:MID Server not operational (status: Down), possibly due to recent clone. Verify credentials for logged in User 'local-midserver'.

    Attempt to resolve the issue first by comparing the user's credentials with the credentials that the affected MID Server is expecting. If the credentials are incorrect, fix the problem and check the MID Server status again. If the credentials are correct, but the MID Server remains down, check the Knowledge Base for other possible causes.