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[Junos Space] ServiceNow 15.1R2 does not support SFTP core file uploads using proxy servers.

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Article ID: KB30670 KB Last Updated: 14 Oct 2016Version: 1.0
Summary:

Core file upload to NTLM authenticated proxy servers is supported using FTP. Core file uploads to NTLM authenticated proxy servers will fail for SFTP.

Symptoms:

For cases created using ServiceNow, ServiceNow can upload core files using various file transfer methods such as File Transfer Protocol (FTP) and Secure File Transfer Protocol (SFTP). Core file uploads need to be supported even when ServiceNow is connected to a proxy server using NTLM authentication.

In ServiceNow 15.1R2, support for proxy servers using NTLM authentication has been added for FTP uploads. Core file upload using SFTP is not supported as of now.  When SFTP core file upload is configured, the core will not get uploaded and attached to the case.

Error similar to the following will be seen in the UI:
“Service Now not able to connect to SFTP server”

On the server backend, an exception is seen in the ServiceNow.log file similar to the following:

2015-11-19 00:34:41,771 ERROR [net.juniper.jmp.aim.coreService.util.CoreFileUploadHandlers.SFTPCoreFileUploadHandler] (ajp-space-0319052015000005/10.219.30.72:8009-201) Error while checking SFTP server :: ProxyHTTP: java.io.IOException: proxy error: Forbidden
Solution:

Configure either “Anonymous FTP from device” or “Both FTP and SFTP” option in the Core file upload settings page if a proxy server running NTLM authentication is connected to ServiceNow.

Another option is a manual upload of core files to the corresponding case.

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