DX Platform- 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
CHECK #1: 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
Example 1: Permission issue so NIM couldn't create an incident.
Solution: Make sure to use a ServiceNow user with enough permissions:
DX OI - Unable to create a ServiceNow incident "1 alarm action(s) failed to perform"
https://knowledge.broadcom.com/external/article/219273
Example 2: A problem caused after enabling and disabling SNOW instance in DX Admin UI
Solution: Recreate the servicenow instance in NIM:
DX AIOps- How to manually recreate a tenant servicenow configuration in NIM UI?
https://knowledge.broadcom.com/external/article/206011
CHECK #2: Verify NIM to ServiceNow connectivity
a) If not already done, create a NIM route to access the NIM UI:
DX Platform - How to create a NIM route to access the NIM UI?
https://knowledge.broadcom.com/external/article/216130
b) 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://<your-nim-router>/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)
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 #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:
Additional Information
DX AIOPs - Troubleshooting, Common Issues and Best Practices
https://knowledge.broadcom.com/external/article/190815
DX OI - Unable to create a ServiceNow incident "1 alarm action(s) failed to perform"
https://knowledge.broadcom.com/external/article/219273
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