ServiceNow incidents are getting created by not displayed in the OI Alarms respectively
What is the root cause? How can I troubleshoot the issue?
The following is a list of techniques and suggestions to employ when troubleshooting this kind of issue
DIGITAL OPERATIONAL INTELLIGENCE - 1.3.2, 20.2
F12 to troubleshoot REST calls and verify if there any error or exception
..
Confirmed that TicketID was correctly displayed in the Json payload.
whether the incident is there in the following indices: ao_itoa_alarms_all -> ao_itoa_channels indices -> ao_itoa_incidents
{ES-endpoint}/*alarms_all*/_search?pretty&q=alarm_unique_id:<alarm_id>
{ES-endpoint}/*incident*/_search?pretty&q=alarm_unique_id:<alarm_id>
For example:
{ES-endpoint}/ao_itoao_alarms_all_1/_search?pretty&q=alarm_unique_id:IH52417678-41672
Verify that doireadserver pod is running and ITSM_ENABLED = true
Go to Openshift console, <OI project>
Clik Applications, pods
Open doireadserver pod, Environments
Go to Openshift console, <OI project>
Clik Applications, pods
Open doireadserver pod, Terminal
tail -f /caemm/logs/ca-doi-server-log.txt
Enable DEBUG logging from environment variables
DX OI - Troubleshooting, Common Issues and Best Practices
https://knowledge.broadcom.com/external/article/190815/dx-oi-troubleshooting-common-issues-and.html