DX OI - ServiceNow integration not working

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Article ID: 206011

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Updated On:

Products

DX Operational Intelligence

Issue/Introduction

Symptoms

- Manual & automatic creation of ServiceNow incidents is not working.

- No error in the incidentmanagement and nim pods logs 

Cause

Defect in DOI 1.3.2

Environment

DX OPERATIONAL INTELLIGENCE - 1.3.2

 

Resolution

Solution:

Upgrade to DX OI 20.2 or higher version


Workaround


Manual recreate the NIM ServiceNow instance as below:

1) Create a route to NIM Service to make available NIM Web UI, see 

https://knowledge.broadcom.com/external/article/206252

2) Login to the nim using nim route URL

For example: http://doi-nim.10.175.56.86.nip.io/ca-nim-sm/ui/login.jsp(nimadmin/nimadmin)

3) Select the tenant MDR for service now SN<TenantID>

For example: (ServiceNow(SN2782770FD8B749CC81E0E3E7D37D4CF7))

4) Click on delete

5) Once deleted, click on the ServiceNow MDR and select Clone

6) provide the name as SN<TenantID> ( remove the special characters)

You can obtain the tenatID using Elastic as documented in above KB

For example:: (SN2782770FD8B749CC81E0E3E7D37D4CF7))

7) provide the service Now url and password.

8) click on save and test

9) Once Saved successfully , click on the customization link.

10) select the (SN2782770FD8B749CC81E0E3E7D37D4CF7) in this example in the drop down list

11) verify that you see fields populated.

12) if the fields are populated , then try creating the ticket and verify OI to ServiceNow integration

Additional Information

DX OI - Troubleshooting, Common Issues and Best Practices
https://knowledge.broadcom.com/external/article/190815/dx-oi-troubleshooting-common-issues-and.html

 

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/digital-operational-intelligence/1-3-2/configuring/channels/configure-servicenow-notifications.html