DX AIOps- How to manually recreate a tenant servicenow configuration in NIM UI?

book

Article ID: 206011

calendar_today

Updated On:

Products

DX Operational Intelligence DX Application Performance Management CA App Experience Analytics

Issue/Introduction

USE-CASES:

- DX Platform to ServiceNow integration is not working: how to recreate the NIM to ServiceNow configuration
- We are not using the Default ServiceNow field mapping: how to update the NIM to ServiceNow configuration  

Environment

DX Operational Intelligence 1.3.x, 20.x
DX Application Performance Management 11.x, 20.x

 

Resolution

1) If not already done, create a NIM route to access the NIM UI:

DX Platform - How to create a NIM route to access the NIM UI?
https://knowledge.broadcom.com/external/article/216130


2) Select your Tenant MDR, f
or example: (ServiceNow(SN<your-tenant-id>))

3) Backup the existing settings:

Copy all property values as you need this information to recreate the configuration for your tenant.


4) Click "Delete


5) C
lick on the "ServiceNow(ServiceNow)"


6) Click "Clone" and p
rovide new instance name = SN<Your-TenantID> (remove the special characters)

NOTE: To list your tenant(s) details, use : http(s)://es.<router-hostname>/ao_tenants_1_1/_search?size=200&pretty


7) Set URL and ServiceNowClientURL = ServiceNow URL and enter the password, click "Save and Test"

8) (OPTIONAL) Apply your customizations

- Click "Customization"

- Select your "SN<Your-TenantID>"

A table with all fields mapping will be displayed

- Update the fields are required

For example, if your ServiceNow has been configured to handle "incidents status" using "incident_state" servicenow field, then proceed to update it as below:

 

9) Disable and enable the current DX OI > ServiceNow configuration

Go to Settings > Channels > ServiceNow, then:

- Disable, click save
- Enable, click save

 

10) Try creating the ticket and verify the ServiceNow integration

Additional Information

DX AIOPs - Troubleshooting, Common Issues and Best Practices
https://knowledge.broadcom.com/external/article/190815


NIM Documentation:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/normalized-integration-management-for-service-management-/3-2/getting-started/readmes-for-the-supported-service-desk-products/ca-nim-sm-servicenow-readme/ca-nim-sm-configuration-for-servicenow-custom-endpoints.html

 

Attachments