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

Products

• DX Operational Intelligence
• DX Application Performance Management

Issue/Introduction

Symptoms

- Manual & automatic creation of ServiceNow incidents is not working.
- No error in the incidentmanagement and nim pods logs 
- Nothing has changed in the existing ServiceNow channel configuration
- When clicking in the TEST option from the Settings > Channel > ServiceNow page, I received the message: "ITSM Test successful" 

Environment

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

 

Resolution

1) Create a route to NIM Service as documented here: 

DX OI - Nim Troubleshooting
https://knowledge.broadcom.com/external/article/206252

2) Select your Tenant MDR, for 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) Click on the "ServiceNow(ServiceNow)"

6) Click "Clone" and provide 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"

10) Enable and disable the current ServiceNow configuration

Go to Settings > Channels > ServiceNow, then:

- Disable, click save
- Enable, click save

11) 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