SOI Ticket ID pointing at incorrect URL

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Article ID: 207485

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

We changed ServiceNow URL from x.service-now.com to x.servicenowservices.com.

Ticket creation is operational, but clicking on TicketID brings up incorrect URL.

Where do we make that change?

Cause

Using GD ServiceNow integration

Environment

Release : 4.2

Component : SOI ALERT MANAGEMENT

Resolution

In the Administration -> Manager -> Help Desk Configuration, he has the new ServiceNow entry but new ticket url still reference the old ServiceNow url.


The config file which contain the old url located in \soi\tomcat\webapps\sam\web-inf\sam\config\multitenantSnowConfig.xml.

Once we change the old url to the new url, we needed to restart the CA SOI Application Server service.

Now new ticket url has the new url link.

Existing tickets will still have the old urls since it's in the SOI Database.