DX O2 Nim Troubleshooting
Article ID: 206252
Updated On:
Products
Issue/Introduction
The following is a list of techniques and suggestions to employ when troubleshooting DX O2 NIM to ServiceNow integration issues
Environment
DX O2 OnPrem
Resolution
CHECK #1: Review NIM pod logs
1) Go to doi-nim:
kubectl get pods | grep nim
kubectl exec -ti <doi-nim-pod> sh
cd webapps/ca-nim-sm/WEB-INF/logs/
tail -f Nim.log
2) Review the logs, search for errors or exceptions.
Here is an example: "Unable to create a ServiceNow incident "1 alarm action(s) failed to perform"
CHECK #2: Verify NIM to ServiceNow connectivity
a) Create a temporary NIM route to access the NIM UI
b) Login to Nim UI
http(s)://nim.<fqdn hostname of router>/ca-nim-sm/ui/login.jsp
For example:
http://<your-nim-router>/ca-nim-sm/ui/login.jsp
use default dummy credentials : username=nimadmin ; password=nimadmin
c) Select the configuration for your Tenant
You should see a configuration entry corresponding to your tenant(s)
d) Test NIM to ServiceNow connectivity
Click "Save and Test" button
e) If connectivity is not working, check that NIM pod can access to ServiceNow endpoint
CHECK #3: Verify NIM to ServiceNow integration using NIM REST API
a)Click "API Explorer" > "REST API Explorer", Update http://localhost with your nim endpoint
b) Set "Please enter MDR Instance Name" equal to your servicenow configuration SN<TENANT-ID> available from the Configurations page
Perform validations, for example:
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:
IMPORTANT: Once troubleshooting is completed delete the temporary NIM route previously created.
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