DX OI - Nim Troubleshooting

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Article ID: 206252

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Updated On:

Products

DX Operational Intelligence

Issue/Introduction

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

Environment

DX OPERATIONAL INTELLIGENCE - 1.3.2, 20.x

Resolution

1) Create a 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

-Click Create

2)IF required, update your /etc/hosts files in server and clients

3) 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 (nimadmin/

You should see an service entry corresponding to your tenant(s), to list your tenants you can use : http(s)://es.<router-hostname>/ao_tenants_1_1/_search?size=200&pretty

Here is an example, this will help you confirm that the onboarding of the servicenow instance

4) Connect NIM to Service now, click on "Save and Test" button

Select the Service Management Product instance for your tenant

 

5) Troubleshooting 

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"

 

Here is an example of a permission issue and configuration problem in ServiceNow, not related to DX OI.

 

You can check the Nim pod log ( /opt/tomcat/apache-tomcat-8.5.38/webapps/ca-nim-sm/WEB-INF/logs/Nim.log) using

a) Openshift terminal from the nim pod

b) using kubectl/oc commands 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

 

6. Additional information:

From ServiceNow UI > Customization, you can see all the existing fields mapping:

 

Additional Information

DX OI - Troubleshooting, Common Issues and Best Practices

https://knowledge.broadcom.com/external/article/190815/dx-oi-troubleshooting-common-issues-and.html

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