Service Now (SNOW) integration troubleshoot - Debug and logs to be collected

Products

• Spectrum
• Network Observability

Issue/Introduction

This article explains what are the debugs and logs to be collected in Spectrum for troubleshooting problems with the integration with SNOW.

Environment

Release : Any supported version

Resolution

1- In OC machine where the SNOW integration is configured, open and edit the Open and edit the "$SPECROOT\tomcat\webapps\ca-nim-sm\WEB-INF\config\log4j2.xml" file as below (first, take a backup of this file and place it in another location out of the spectrum directory tree):

Change the log level “ERROR” and "INFO" to “ALL”. Example below:

from:
  
<logger name="com.ca.integration.normalization.mdr.ca.nsd" level="ERROR" additivity="false">
               <AppenderRef ref="LOGFILE"/>
</logger>
                        
                
to:

<logger name="com.ca.integration.normalization.mdr.ca.nsd" level="ALL" additivity="false">
                <AppenderRef ref="LOGFILE"/>
</logger>
 

Note:  Please change it in all places starting with tag: <logger name>
 
         
2- Restart Tomcat to make the changes effective;

3- In OC web page -> Administration -> Debugging -> Web server debug page (runtime), enable the following debugs:

NIM Polling Services
NIM Rest Services
Service Desk integration

Then go to to the bottom of the page and click on "Apply" button. No need to restart tomcat again.

4- Reproduce the problem again (by creating a SD ticket at spectrum side); Take screenshots showing the date/time of alarm creation and alarm global ID.

5- Once the problem is reproduced, collect the following files and upload them to the case:

- <SPECROOT>/tomcat/logs/stdout.log
- <SPECROOT>/tomcat/webapps/ca-nim-sm/WEB-INF/logs/Nim.log
- Screenshots taken

6- Revert all the debug enabled previously and restart OC tomcat.