Error messages like "Invalid insert" and "Invalid username and password" are seen while creating clone target


Description

Error messages like "Invalid insert" and "Invalid username and password" are seen while creating clone target. The clone target record cannot be created successfully.

Release or Environment

All releases

Cause

The issue occurs because of one of the two causes below.

(I) Check if the target instance has Multi-faction authentication enabled. To verify this,

  1. Go to [sys_properties] table and search for the property [glide.authenticate.multifactor].
  2. If the value of this property is true, then the instance has Multi-factor authentication enabled.

(II) Check if the BasicAuth script include in the target instance is customized. 

In both the cases, when trying to create clone target you can find something similar in logs as below.

Script: InstanceRetrieverAjax: Sending request to https://instancename.service-now.com/HAGetParams.do?SOAP
WARNING *** WARNING *** OUTBOUND USAGE ANALYTICS - OutboundUsageAnalytics : OutboundUsageAnalytics: Usage analytics send failed
Operation against file 'instance' was aborted by Business Rule 'Target Instance Validate^c16a7406db00c890cd7efafc0f9619dd'. Business Rule Stack:Target Instance Validate
Slow business rule 'Target Instance Validate' on instance: time was: 0:00:00.506
Error in user input caused action to be cancelled

Resolution

Solution for cause (I):
Disable Multi-Factor Authentication on the target instance.


Solution for cause (II):
Revert the customized BasicAuth script include to OOB version. Then create a clone target.

Note: If the issue still exists after applying the above solutions, it could be due to erroneous cache data. In such a case, restart the nodes.