Resolving the integration error "API key received is not associated with any technician. Authentication failed"
Issue description
When integrating ADSelfService Plus with applications such as ServiceDesk Plus, Splunk, or ServiceDesk Plus Cloud, the following error may appear:
API key received is not associated with any technician. Authentication failed.
This prevents the integration from completing successfully and stops data synchronization between ADSelfService Plus and the connected application.
Possible causes
- Expired or revoked API key: The key generated earlier is no longer valid.
- Changed account credentials: The username or password of the technician account associated with the key has been updated, invalidating the token.
- Deactivated technician account: The technician account tied to the API key is disabled or lacks required permissions.
- Incorrect key: The API key was copied and pasted incorrectly into the ADSelfService Plus configuration.
Prerequisites
Before troubleshooting, ensure that:
- The technician account linked to the API key is active.
- The technician account has the required permissions to generate and use an API token.
- You have administrator access in both ADSelfService Plus and the integrated application.
Resolution
Step 1: Generate a new API key
- Log in to the integrated application (ServiceDesk Plus, Splunk, or ServiceDesk Plus Cloud).
- Navigate to the API key/token generation section.
- Generate a new token for the technician account.
Step 2: Reconfigure the integration in ADSelfService Plus
- Open the ADSelfService Plus Admin portal.
- Go to Admin > Product Settings > Integration Settings.
- Click on the respective integration (ServiceDesk Plus, Splunk, or ServiceDesk Plus Cloud) you are troubleshooting.
- Enter the newly generated API key into the API Key field.
- Save and test the configuration to confirm successful authentication.
Once updated, the integration should function without the authentication error.
How to reach support
New to ADSelfService Plus?
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