search cancel

SOI Issue. ServiceNow integration not passing "assignment group" from json payload through SOI to ServiceNow

book

Article ID: 252487

calendar_today

Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

ServiceNow integration not passing "assignment group" from json payload through SOI to ServiceNow.

Customer is using the NIM Helpdesk integration.

Environment

Release : 4.2

Resolution

Customer is posting alerts to the ConnectorAccelerator and would like to include the group in the alert so that SOI can use the value from the alert to pass on to ServiceNow.

In order to do this, we had to edit the ConnectorAcclerator policy to assign the field containing the group value to Userattribute9 (an alert customer field).
This line was added to the connacccel_policy.xml
<Field conditional="GroupPromon" input="GroupPromon" output="userAttribute9" format="{0}" /> 

Once we did this, we needed to configure the HelpDesk field and Action to use the userattribute9.