Wrong URL being used for the asset and vulnerability URL settings in the ServiceNow configuration.
The CCS-VM Third Party Integration Guide, that is shipped with 12.3.1 and 12.4.5 versions of CCS-VM, does not mention the correct URLs for entering in the configuration of the ServiceNow connector. The correct URLs are:
The CCS-VM Third Party Integration Guide also mentions a path to a CCS-VM update set file: %\Program Files(x86)\Symantec\Symantec CCS-VM\ServiceNow
This path contains an update set XML file that does not have the latest version of the ServiceNow connector. Instead of using this file, please find attached to this article an updated version of the XML file that should be used instead. The update set can be loaded into ServiceNow as mentioned in the wiki site: http://wiki.servicenow.com/index.php?title=Transferring_Update_Sets.
In the case that the older update set XML file has already been loaded into ServiceNow, it can be removed using the procedure outlined in the attached document "ServiceNowConnector_Update.docx".
NOTE: After installing the new CCS-VM update set into ServiceNow, a role called "symantec_integration_role" will appear in ServiceNow. This role needs to be assigned to the account used to connect CCS-VM to ServiceNow. This account is entered in the CCS-VM configuration page for the ServiceNow connectors.
Document outlining procedure for removing older CCS-VM update set and installing the newer update set