ServiceNow tickets created by AIOPS alarm triggers have incorrect business service assignment and name

Products

• CA Application Performance Management (APM / Wily / Introscope)

Issue/Introduction

Suppose you have two teams, CWP and CWA.

The tickets that are created as a result of alert triggers are incorrectly created on CWA team, therefore CWP team was forced to disable its Kubernetes metrics. 

For example, when reviewing a ticket created in ServiceNow, the alarm is sent without any ServiceName or Service Impacted. This is considered as a fall out ticket where it will create an Incident ticket and default it to assignmentGroup":"SaaS SED Eng CWA","businessService":"SaaS SED Eng CWA"

See attached examples of alarms sent to ServiceNow.

Environment

Release : 20.2

Component : APM Agents

Resolution

It is not supported yet, a certification request was raised and accepted.
If you want to know the status of this certification, please raise a ticket on https://support.broadcom.com/ and ask the status of "US760331"