ServiceNow Integration API call issues

Products

• DX Operational Intelligence

Issue/Introduction

The ServiceNow Integration setup is successful with DX OI, but DX OI is not creating tickets in ServiceNow. 

Environment

DX Operational Intelligence 24.1

Resolution

ServiceNow integration is creating tickets following the ticket enrichment rules update.

The reader logs contained a payload that looked like ticket information. But it was missing a many of the mandatory fields. After going through each one and adding fields manually via ticket enrichment rules is the solution in this case.