DX OI - Alarms do not display the generated ServiceNow incidents

Products

• DX Operational Intelligence

Issue/Introduction

ServiceNow incidents are getting created by not displayed in the OI Alarms respectively

What is the root cause? How can I troubleshoot the issue?

Cause

The following is a list of techniques and suggestions to employ when troubleshooting this kind of issue

Environment

DIGITAL OPERATIONAL INTELLIGENCE - 1.3.2, 20.2

Resolution

Recommendations:

a) Use Developer Tool

F12 to troubleshoot REST calls and verify if there any error or exception

..

Confirmed that TicketID was correctly displayed in the Json payload.

 

b) Check Elastic

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

 

 

c) Check doireadserver pod is running and ITSM_ENABLED = true

Verify that doireadserver pod is running and ITSM_ENABLED = true

Go to Openshift console, <OI project>

Clik Applications, pods

Open doireadserver pod, Environments

d) Check doireaderserver log

Go to Openshift console, <OI project>

Clik Applications, pods

Open doireadserver pod, Terminal

tail -f /caemm/logs/ca-doi-server-log.txt

e) Enable DEBUG logging

Enable DEBUG logging from environment variables

Additional Information

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