Power Platform Community Forum Thread Details

We have developed an agent that is integrated with ServiceNow; however, the connection frequently breaks.

Categories:

You have not provided any details that can help to diagnose the issue, can you provide the below details?

Which authentication method is being used?
Is the connection user‑based or service account‑based?
Which ServiceNow tables are queried?
Do failures occur under load/high usage?
Is this via Copilot Studio, Power Automate, or both?
Are you seeing timeouts or 401/403 errors?

What is happening (simple explanation)
Power Platform (Power Apps / Power Automate / Copilot Studio) talks to ServiceNow using REST APIs and authentication tokens.
Random disconnects usually occur when:

The auth token expires and cannot refresh cleanly
ServiceNow takes too long to respond
API calls exceed rate or execution limits
A user‑based login is used instead of a stable service account

This often looks “random” but is actually tied to timeouts, load, or auth refresh

Ref:
How to configure Copilot Studio to check ServiceNow KB and then External KBs

ServiceNow Development, Troubleshooting & Integrations: Handling Common API Errors and Timeouts When Connecting to ServiceNow

Solved: Facing issue with ServiceNow Connector Authentication

ServiceNow - Connectors | Microsoft Learn

SupportArticles-docs/support/power-platform/power-automate/connections/troubleshoot-broken-connections.md at main · MicrosoftDocs/SupportArticles-docs · GitHub

Most common root causes (What to check first)

1. Authentication type
If you are using:

User login (Entra ID user sign‑in)
SSO‑based accounts

Tokens expire or sessions are revoked > connection breaks
Recommended

Service account in ServiceNow
OAuth (client credentials / certificate) or Basic Auth (service account)

Microsoft explicitly recommends this for stable connections

2. ServiceNow API timeouts
ServiceNow REST APIs:

Default timeout = 30 seconds
Long queries get silently cancelled
Still may return HTTP 200 with an error inside

This causes random‑looking failures in agents and flows
Recommended

Limit records (sysparm_limit)
Avoid dot‑walked filters
Fetch only required fields

3. Throttling / rate limits
ServiceNow limits:

~600 API calls per minute per connection
Agents can exceed this quickly

Once hit, calls fail until the window resets

Recommended

Add caching
Batch requests
Move heavy logic to Power Automate or async pattern

4. Connector / action timeout in Copilot Studio
Copilot Studio tools have hard execution limits.
If ServiceNow replies slowly:

Agent times out
User sees disconnect or error

Recommended

Make ServiceNow calls faster
Use background flows + status polling pattern

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