After upgrading from DOI 1.3.2 to DX OI 20.2 we are unable to create servicenow incidents
When attempting to create manually a ticket we get the below error message: "1 alarm action(s) failed to perform"
From Developer Tools > Network > actions > response tab, we can see the below error:
DX Operational Intelligence 1.3.x, 20.x
There is a rule(u0027CA DOI - Incident Fields\u0027) enabled in the customer service-now environment which expects exactly a certain format of the ticket description .
The rule was created based on the template shipped in the previous old 1.3.2 OI version.
1) Contact your NIM Support team to fix any custom servicenow configuration issue
2) Ensure servicenow user has all the the necessary permissions:
DX Platform- Nim Troubleshooting
DX AIOPs - Troubleshooting, Common Issues and Best Practices