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AIOps - Changes in the DefaultTicketingManagementTemplate are not reflected in ServiceNow

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Article ID: 244094

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Updated On:

Products

DX Operational Intelligence

Issue/Introduction

We have updated the DefaultTicketingManagementTemplate message template but the changes are not reflected in ServiceNow integration

For example, "Alarm Type" field has been added to the message (as below) but it is not being sent to ServiceNow.

Environment

DX Operational Intelligence 21.3.1

Resolution

Whenever there is a change in a DefaultTicketingManagementTemplate message template you need to update the ServiceNow Channel (you can perform any change and save it)

Additional Information

https://knowledge.broadcom.com/external/article/190815/aiops-troubleshooting-common-issues-and.html#mcetoc_1fsjgr2vp0

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