Recreating Day 2 actions in ServiceNow ITSM following a catalog item deletion in Aria Automation

Products

• VCF Automation

Issue/Introduction

This article provides steps to recreate and re-link Day 2 action records in the ServiceNow ITSM plugin when they fail to automatically generate or link after a catalog item has been deleted and re-imported.

Symptoms:

• Day 2 action records fail to link to newly imported catalog items.

• The "Resource Default Variables" variable set is missing from the catalog item.

• Variables are not properly generated after a CMDB sync job.

Environment

Aria Automation 8.18.x

ServiceNow ITSM Plugin for Aria Automation

Cause

This issue occurs if the deployment action category sys_id within the ServiceNow system properties has been modified or if the Data Sync Job is disabled, preventing the plugin from correctly mapping records during the import process.

Resolution

Follow these steps to restore the Day 2 actions:

1. Verify System Property: Navigate to ServiceNow System Properties and ensure the sys_id for the deployment action category matches the intended environment configuration.

2. Enable Data Sync: Ensure the "Data Sync Job" is enabled and active within the ServiceNow instance.

3. Perform CMDB Sync: Run a CMDB Sync Job from the plugin to trigger the reconciliation and re-attachment of records.

4. Manual Variable Attachment: If variables are still missing after the sync, manually attach the "Resource Default Variables" variable set to the affected Day 2 action catalog items.

5. Verify Links: Confirm that the action_schema column in the provisioning records correctly reflects the catalog links.