Assignment group is not being mapped in Servicenow when Incident submitted from OI

Products

• DX Operational Intelligence

Issue/Introduction

SNOW mapping file has been uploaded to the DX SaaS tenant. As per the mapping file the alarms impacting service 'dxio-window11" are supposed to be assigned to "Infra Command Center" group in servicenow but this is not happening.

We followed these steps:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/dx-saas/SaaS/common-platform-services/channels/ticket-management/integrate-servicenow.html

<tenant ID>_snow_mapping.json

{
   "serviceGroupMapping":[
      {
         "serviceName":"dxio-window11",
         "assignmentGroup":"Infra Command Center"
      }
   ]
}

 

 

Environment

Release : 20.2

Component : CA DOI Foundations

Resolution

The CMDB checkbox is NOT enabled at snow channel UI configuration.

This needs to be checked even though the CMDB is not being configured on the SNOW side and does not have a valid  CMDB  URL.

What it will do is, the CMDB option will fail and then it will fall back to the mapping file.