Tabs on SharePoint Online External Content Connector record are not displaying correctlyIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Tabs for the SharePoint Connector Certificate record are not displaying correctly in the Production instance. Only the "Analytics" tab is visible, while all expected tabs are shown in the Test instance. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } - Opening the SharePoint Online External Content Connector record displays only the **Analytics** tab. - The expected tabs **Crawl schedules**, **Crawl history**, **User permissions**, and **Settings** are missing from the form. - The External Content Connectors home page shows `mTLS self validation failed`. - The mTLS self-check endpoint `https://<instance-name>/adcv2/supports_tls` returns HTTP `404 snow_adc` instead of the expected value `true`. - Even after the tabs become visible (for example, by recreating the connector), the **Connection settings** section may be empty, with no fields rendered. - After crawls run successfully and discover documents, AI Search in the portal returns no results when searching for content known to exist in SharePoint Online. Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } - Affected feature: AI Search External Content Connector (XCC) for Microsoft SharePoint Online. - Required applications installed on the instance: `External Content Connectors` (`sn_ext_conn`), `External Content Connectors Admin` (`sn_ext_conn_admin`), and `External Content Connectors SharePoint Online` (`sn_ext_conn_spo`). - Authentication used by the connector: OAuth 2.0 with JWT Bearer grant type. - Prerequisite: mutual TLS (mTLS) must be enabled on the ServiceNow instance for the SharePoint Online connector to function end-to-end. - The issue is reproducible when the connector configuration is incomplete — typically after a partial setup, an interrupted creation flow, or after moving the connector configuration record between instances without its dependent records. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All currently supported releases that include the SharePoint Online External Content Connector application. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The missing tabs and empty Connection settings are symptoms of an incomplete External Content Connector configuration. The SharePoint Online configuration record (`sn_ext_conn_spo_sharepoint_online_configuration`) depends on a chain of related records being present and correctly linked: - A child **Connection & Credential Alias** record in `sys_alias` referenced from the configuration's `connection_credential_alias` field. - An **OAuth Provider Application Registry** entry in `oauth_entity`. - A **JWT Bearer Grant Type OAuth Entity Profile** entry in `oauth_entity_profile`. - An **OAuth 2.0 Credentials** record in `oauth_2_0_credentials`. - Rows in `sn_ext_conn_admin_connector_instance_tab` linking the configuration to each default tab (Crawl schedules, Crawl history, Analytics, User permissions, Settings). When the `connection_credential_alias` field points to a `sys_alias` `sys_id` that does not exist on the current instance, or when one or more of the OAuth records or instance-tab rows are missing, theconnector form cannot resolve the tab templates or the connection settings, and only the tabs that do not depend on those references — such as **Analytics** — render. In addition, mTLS must be enabled on the instance as a prerequisite for the SharePoint Online connector. If `/adcv2/supports_tls` does not return `true`, crawls will not function even after the form renders correctly. A common follow-on issue once the connector is functional: AI Search returns no results because the **user mappings** for SharePoint are configured to use the user principal name instead of the user's email address, so identities cannot be matched between SharePoint and ServiceNow users. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Resolve the configuration in the following sequence. Steps 1 and 2 are completed by the customer or partner with ServiceNow instance administrator access. Step 3 requires ServiceNow Support and Network Engineering involvement. Step 1. Recreate the SharePoint Online External Content Connector configuration Rather than patch individual missing references, recreate the connector from scratch so that all related records (OAuth Provider, OAuth Entity Profile, OAuth 2.0 Credentials, Connection & Credential Alias, and instance-tab rows) are generated together and linked correctly. 1. Log in to the ServiceNow instance as a user with the `admin` role. 2. In the Application Navigator, search for **External Content Connectors** and open the connectors home page. 3. Locate the existing SharePoint Online connector configuration record and delete it. 4. Create a new SharePoint Online External Content Connector configuration by following the steps in the SharePoint Online external content connector setup guide linked under [Related Links](#related-links). Complete the OAuth app registration, OAuth Entity Profile, OAuth 2.0 Credentials, and Connection & Credential Alias as part of the connector creation flow — do not reuse stale records from a previous attempt. 5. Open the newly created connector record and confirm that all five tabs render: **Crawl schedules**, **Crawl history**, **Analytics**, **User permissions**, and **Settings**. Step 2. Confirm mTLS is enabled on the instance The SharePoint Online connector requires mTLS to be enabled on the instance. Confirm the current status: 1. In a browser, open `https://<instance-name>/adcv2/supports_tls`. 2. The response should be `true`. If the response is `404 snow_adc`, mTLS is not enabled and the connector will not be able to run crawls. Proceed to step 3. Step 3. Request mTLS enablement (if not already enabled) mTLS enablement is performed by ServiceNow through a change request — it is not a self-service action. 1. Open a support case with the assignment group **CS - Integrations**, referencing the affected instance. 2. Confirm a maintenance window in writing on the case. ServiceNow will not proceed with mTLS enablement without written confirmation of the window. 3. After ServiceNow completes the change, re-test `https://<instance-name>/adcv2/supports_tls` and confirm it returns `true`. Refer to `Enable or Disable mTLS on a ServiceNow Instance - KB2337016` for additional context on the mTLS enablement process. Step 4. Run the initial crawls 1. Open the SharePoint Online External Content Connector configuration. 2. On the **Crawl schedules** tab, run the **Permissions** crawl and the **Documents** crawl. 3. Wait for both crawls to complete, then verify under **Crawl history** that documents and permissions were discovered. Step 5. If AI Search returns no SharePoint results, correct the user mappings If the crawls complete successfully but a search in the portal returns no SharePoint Online results, the user mapping configuration is the most common cause.