DX AIOps - Nim Troubleshooting


Article ID: 206252


Updated On:


DX Operational Intelligence DX Application Performance Management


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


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



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

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:

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.

: 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:

DX AIOPs - Troubleshooting, Common Issues and Best Practices