DX AIOps - Nim Troubleshooting

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Article ID: 206252

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Updated On:

Products

DX Operational Intelligence DX Application Performance Management

Issue/Introduction

The following is a list of techniques and suggestions to employ when troubleshooting NIM to ServiceNow integration issues

Environment

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

Resolution

CHECKLIST

CHECK 1: Verify NIM to ServiceNow connectivity
CHECK 2: Review NIM pod logs
CHECK 3: Verify NIM to ServiceNow integration using NIM REST API


Create a NIM route to be able to access to the NIM UI

1) Create a NIM route in Openshift

Open Openshift console
Click Applications >  Routes 
Create Route
Set:

Name = nim
Hostname = nim.<fqdn hostname of router>
Service = doi-nim
Target Port = 8080-8080

For example:

-Click Create

2) Update your DNS or server hosts files with the above new route endpoint

In windows: C:\Windows\System32\drivers\etc\hosts
In unix:/etc/hosts

 

CHECK 1: Verify NIM to ServiceNow connectivity

1) Login to Nim UI

http(s)://nim.<fqdn hostname of router>/ca-nim-sm/ui/login.jsp

For example:

http://nim.munqa001493.bpc.broadcom.net/ca-nim-sm/ui/login.jsp
username=nimadmin ; password=nimadmin

 

2) Select the configuration for your Tenant

You should see a configuration entry corresponding to your tenant(s)

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

For example:

3) Test NIM to ServiceNow connectivity

Click "Save and Test" button

4) If connectivity is not working, check that NIM pod can access to ServiceNow endpoint

5) If required, you can manually recreate a tenant servicenow configuration, see https://knowledge.broadcom.com/external/article/206011

 

CHECK 2: Review NIM pod logs

Go to Openshift console | Applications | pods | doi-nim, Click Terminal
Otherwise use kubectl as below:

kubectl get pods | grep nim
kubectl  exec -ti <doi-nim-pod> sh
cd webapps/ca-nim-sm/WEB-INF/logs/
tail -f Nim.log

Review the logs, search for errors or exceptions

Below is an example illustrating an issue caused by a permission issue so servicenow incidents could not be created.

Recommendation
: make sure you the ServiceNow user used for the ServiceNow integration has the necessary permissions, see 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

CHECK 3: Verify NIM to ServiceNow integration using NIM REST API

Click "API Explorer" > "REST API Explorer"

a) Check if you can list all incidents

GET /incidents 

 

b) Try to create a new incident

POST / Incident   

Add boty body payload: {"name":"test incident"}
Click "Try out"

Below is an example of a user permission issue:

 

Additional Information

NIM to ServiceNow 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

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

 

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