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Regular Visitor

Service now failed to update data source credential error

I'm using PowerBI to access Service Now to pull incidents data but I'm getting an error when configuring my credential upon login. 



Regular Visitor

Even we are also facing the same issue, could you please anyone on helping this.

Not applicable

Does your business use Single Sign On (SSO)?  If so, we tried to use this ServiceNow plug-in as well and found that it wouldn't work because our organisation uses that.  We are hoping ServiceNow fixes that soon.

Thanks for the replies.


Our organization uses SSO so it could be the reason. Was the workaround is to use the ServiceNow plug-in? How do I get or implement this plug-in?

Not applicable

We didn't find a work around so we didn't progress.

Hi @CMPENALOSA, @Anonymous,


To add support of Single Sign On (SSO) for connection to ServiceNow, I would suggest you submit your requirements on Power BI Ideas and vote it up. Here is similar idea for your reference.Smiley Happy



Not applicable

@v-ljerr-msft  We have both options for logging into Service Now. I am able to connect from Power BI Desktop to Service Now but not from Service. I found the issue is that our ServiceNow setup has a set of IP's its whitelisting. But Power BI does not have an IP Range we can whitelist. The Azure IP Ranges are in CIDR Format which is not supported by Service Now. 


Would a gateway be of use to resolve this issue? Any assistance on the same would be useful.

Advocate II
Advocate II

Even i faced same issue with one of my dataset.

This is my first time creating the connection and never created a data set for service now. It seems like a connection because the error displays quickly and seems not validating my account yet.



According to this article, there're some system requirements to connect to Power BI content pack for ServiceNow incidents:

  • An account that can access with Basic authentication (Single Sign-On is not supported in this version)
  • The account must have rest_service role and read access to incident table

If you're hitting a credential error during load, please review the access requirements above. If you have the correct permissions and are still hitting issues, please work with your ServiceNow admin to ensure you have any additional permissions that may be required for your custom instance.Smiley Happy



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