DX OI ServiceNow integration is creating multiple ServiceNow Tickets for the same alarm
search cancel

DX OI ServiceNow integration is creating multiple ServiceNow Tickets for the same alarm

book

Article ID: 267047

calendar_today

Updated On:

Products

DX Operational Intelligence

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

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

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/digital-operational-intelligence/23-1/Integration/DX-OI-Outbound-Integration/channels/Configure-Ticket-Management-Channels/Integration-with-Servicenow.html