Active MID Server post-cloning credential issues

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Active MID Server post-cloning credential issues

    After cloning a ServiceNow instance, MID Servers may experience credential mismatches because the MID Server [eccagent] table is not copied, while the User [sysuser] table is. This can lead to MID Servers being down due to invalid credentials in the target instance, affecting their operational readiness.

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    Key Features

    • Automatic Detection and Notification: The system automatically detects MID Servers that are down due to suspected credential issues post-cloning and notifies administrators.
    • MID Server Issue Table: The eccagentissue table tracks active MID Server issues after cloning, including status, evaluation times, and issue sources. Issues related to cloning are tagged with the source "InstanceClone".
    • Post-Cloning Cleanup Script and Scheduled Jobs: A cleanup script named Bad MID Server credentials after clone runs on the target instance after cloning. It schedules two jobs that run 15 minutes and 75 minutes after cloning to log MID Servers in the Down state due to possible credential problems.
    • Business Rule for Monitoring: The business rule Check for bad MID credential after clone monitors MID Servers transitioning from Down to Up. If a MID Server recovers, the rule marks its related issue as Resolved in the eccagentissue table.

    Resolving MID Server Issues

    The error messages identify the affected MID Server user, such as 'local-midserver'. To resolve issues:

    • Verify that the user's credentials in the target instance match those expected by the MID Server.
    • 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 ServiceNow Knowledge Base for additional troubleshooting guidance.

    This process helps ensure MID Servers become operational after cloning, maintaining integration and automation workflows.

    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.