DX AIOps - Nim Troubleshooting
Article ID: 206252
Updated On:
Products
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
DX AIOPs - Troubleshooting, Common Issues and Best Practices
https://knowledge.broadcom.com/external/article/190815
Attachments
Feedback
