Spectrum integration to Service Now is not passing the model name in the payload to Service Now.
Article ID: 371952
Updated On:
Products
Issue/Introduction
The $SPECROOT/custom/svdsk/config/nim-mappings-config.xml file on the OneClick system is configured to send the model name to Service Now and populate the CI field in the trouble ticket.
This is working in the test environment but it is not working in the production environment.
After enabling the "NIM Polling Services" and "Service Desk Integration" debugging in the OneClick Administration -> Debugging -> Web Server Debug Page (Runtime) page, the following is seen in the $SPECROOT/tomcat/logs/stdout.log (Windows) or catalina.out (Linux).
WARNING - ServiceDeskIntegrationManager : Tomcat not started yet
Jun 03, 2024 14:06:43.361 (http-nio-80-exec-24) (NIMRestClient) - No attribute custom mappings set in payload
Environment
Version: Spectrum 23.3.6 and below
Component: Service Desk Integration
Resolution
This issue has been addressed in Spectrum 23.3.7 and later
Additional Information
As a work around:
- Login into the OneClick web pages as an ADMIN user
- Click on the Administration tab
- Click on the Service Desk Integration link
- Disable the integration
- Enable the integration
Feedback
