Configure additional Field Mappings on sdgtw

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

You need to add additional Service Desk Fields in the Field Mapping for our Service Desk connection. 

The additional fields are not offered by default in the drop down menu next to "Service Desk Field". 

This article describes how to add any additional fields (Eg. add: "contact_type" and "subcategory" )

 

Environment

DX UIM 20.4.* / 23.4

Probe: sdtgw 2.34

Cause

Guidance

Resolution

Assuming you are setting up Service Now, as a first step, work with your ServiceNow administrator to find out what ServiceNow fields are required to be filled with valid a value. Then, map the ServiceNow fields in the sdgtw probe with values that are valid for each of them (your ServiceNow admin can tell you what the valid values are for the required ServiceNow fields).

•  In the example below we are adding the fields "contact_type" and "subcategory". 

•  By default in the probe configuration we will have these 3 mapped fields: 

<nim_sd_field_mapping>
         name = short_description
         description = description
         affectedCIID = cmdb_ci
</nim_sd_field_mapping>

•  To add fields in the Service Desk Section we are interested on do the following: 

 

1. Right click on  sdgtw_standby > raw configure

2. Go to: servicedesks > ServiceNow > nim_sd_field_mapping and then add new keys as below: 

servicedesks >ServiceNOW>nim_sd_field_mapping>new key: 

contact_type = contact_type
subcategory = subcategory

3. Restart sdgtw and check again.

Additional Information

sdgtw AC Configuration (broadcom.com)