DX OI - ServiceNow Automatic incident creation NOT working however manual creation is working

Products

• DX Operational Intelligence

Issue/Introduction

After upgrading from DOI 20.2.1 to 21.3.1 automatic ticket creation is not working, manual ticketing creation is working as expected

 

Environment

DX Operational Intelligence 2x

Cause

Troubleshooting and checklist:

1) Check that Policy is correct in Channel elastic index, check that the "channels" attribute is added as below:

http://<elastic-endpoint>/ao_itoa_channels*/_search?pretty&sort=@timestamp:desc&size=200&q=alarm_unique_id:<your alarm>

2) In the incidentmanagement log, the below messages indicates the problem:

2022-05-31 14:35:59,056 [pool-1-thread-1] INFO  c.c.d.i.helper.AlarmValidityRule - No tenant Information in the Cache.. Nothing to do 
2022-05-31 14:36:13,187 [pool-1-thread-1] INFO  c.c.d.i.helper.AlarmValidityRule - No tenant Information in the Cache.. Nothing to do 
2022-05-31 14:36:13,190 [pool-1-thread-1] INFO  c.c.d.i.helper.AlarmValidityRule - No tenant Information in the Cache.. Nothing to do 
2022-05-31 14:36:13,190 [pool-1-thread-1] INFO  c.c.d.i.helper.AlarmValidityRule - No tenant Information in the Cache.. Nothing to do

...

Resolution

1. Login to DX Platform

2. Go to Launch Pad > Settings > Channels 

3. Select your ServiceNow Channel

4. Perform any update to the channel (this action will force the Cache update immediately)

 

Additional Information

https://knowledge.broadcom.com/external/article/190815/aiops-troubleshooting-common-issues-and.html#mcetoc_1fp6nrcl8i