DX OI ServiceNow integration is creating multiple ServiceNow Tickets for the same alarm
Article ID: 267047
Updated On:
Products
Issue/Introduction
We have noticed that the ServiceNow integration is creating multiple ServiceNow Tickets for the same alarm
Environment
DX Operational Intelligence 2.x
Cause
The below exception in the incident management log (<NFS>/doiservices/incidentmanagement/<doi-incidentmanagement-pod>/incidentmanger.log) indicates that a Custom Rule called "CA DOI - Incident Fields" has been created in ServiceNow affecting the DX OI to ServiceNow integration: we are unable to update the status in ServiceNow and as a result we keep creating new tickets for the same alarm:
Error occurred while processing the alarm ... with Exception - com.ca.dxi.common.action.svdsk.NimAdapterException: Nim Error : {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation insert","DetailErrorMessage":"Error executing business rule 'CA DOI - Incident Fields'","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}
Resolution
This is not a Broadcom DX OI issue, contact your ServiceNow support team to resolve the configuration issue.
Additional Information
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