DX OI - Unable to create ServiceNow incidents manually

Products

• DX Operational Intelligence

Issue/Introduction

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:

{"actionStatus":[{"alarmId":"Custom Metric Host (Virtual)-d4b44ba1-33ca-49e2-8be0-6c04fdc80ac9-gvecsl7110ats","status":"FAILED","updatedFields":{},"error":"Nim Error : {\"Error\":{\"ErrorCode\":154,\"ErrorMessage\":\"Exception occurred during operation insert\",\"DetailErrorMessage\":\"Error executing business rule \u0027CA DOI - Incident Fields\u0027\",\"HTTPResponseCode\":\"INTERNAL_SERVER_ERROR\",\"HTTPResponseCodeValue\":500}}","ignore":false}]}

 

 

Environment

DX Operational Intelligence 1.3.x, 20.x

Cause

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.

 

Resolution

1) Contact your NIM Support team to fix any custom servicenow configuration issue

2) Ensure servicenow user has all the the necessary permissions:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/normalized-integration-management-for-service-management-/3-2/getting-started/readmes-for-the-supported-service-desk-products/ca-nim-sm-servicenow-readme/ca-nim-sm-configuration-for-servicenow-custom-endpoints.html

 

Additional Information

DX Platform- Nim Troubleshooting
https://knowledge.broadcom.com/external/article/206252

DX AIOPs - Troubleshooting, Common Issues and Best Practices
https://knowledge.broadcom.com/external/article/190815