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In the Zurich release, all instances have mutual TLS (mTLS) enabled due to the out-of-the-box configuration change related to the Predictive Intelligence plugin (com.glide.platform_ml). This may result in instance connectivity issues if customers' proxies/firewalls or integrations do not support mTLS connectivity to the instance. We have also observed that some applications which perform deep packet analysis of network traffic are also affected, in which case deep packet inspection can be disabled on such applications to restore the connectivity. A few known affected applications of this category are Zscaler & CISCO Umbrella.
Upgrade any non-mTLS instance Zurich release. Once the queued job to enable mTLS is complete, notice that any integration(s) which do not support mTLS will become non-functional. In some cases, user access may be impacted if the network configuration at customer end do not support mTLS.
The customers shall ensure that the network configuration to their end or any inbound integrations to the instance supports mTLS. If the issue is due to the deep packet inspection on Zscaler or or similar applications, customers can disable the deep packet inspection to restore the connectivity. Alternatively, the customer can request ServiceNow support to disable mTLS for their instance(s). The fix for this issue is available in the Zurich release - Zurich Patch 3 Hot fix 1, and later. We strongly recommend customers updating to the latest available release when upgrading to Zurich.
PRB1954123
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