Unable to create ServiceNow incidents manually

Products

• DX Operational Observability

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 Browser 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 O2

Cause

The message indicates that there is a rule(CA DOI - Incident Fields) which expects certain format of the ticket description and failing to process the request.

 

 

Resolution

1. Contact your NIM Support team to fix any custom ServiceNow configuration issue
2. Ensure ServiceNow user has all the the necessary permissions

Additional Information

DX O2 Nim Troubleshooting