DX OI - Unable to create ServiceNow incidents manually

Products

• DX Operational Intelligence

Issue/Introduction

After upgrading 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:

:\"Error executing business rule \u0027CA DOI - Incident Fields\u0027\",\"HTTPResponseCode\":\"INTERNAL_SERVER_ERROR\",\"HTTPResponseCodeValue\":500}}","ignore":false}]}

 

 

Environment

DX Platform 2x

Cause

There is a rule(u0027CA DOI - Incident Fields\u0027) enabled in the customer service-now environment which expects certain format of the ticket description .

 

 

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