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ServiceNow Integration Error

Dear All,

Facing a weird issue while creating ServiceNow INC's from SolarWinds.

The variable parameters that been feeded from SolarWinds doesn't shows it's value on Incident page. It just goes as it is.

If you look at the picture here, you will have more clear idea about the issue. It's the description part on the Incident.

Any suggestions to clear this would be much helpful.

Snow Error.PNG

Regards,

Solaiy.

attachments.zip

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Accepted answers

silverbacksays

Hey @Solaiy

Have you tried simulating the alert trigger within Orion, to see if the correct values are being picked up? You could be using the wrong variables.

Best way to do this would be to add a new 'send an email' trigger action, and play around with the variables, simulating the trigger each time, 'til you get the output you need. Then put the correct variables in the SNOW trigger.

Hope that helps!

EDIT: Looking at your picture again, you are indeed using the wrong class of variables when dealing with an application alert. I'm a big fan of self-help, so rather than giving you the answer, take a look at the application class of variables, and look at what is available for node caption etc.

If you really get stuck, send me a DM, and I'll help you when I've finished work.

All comments

silverbacksays

Hey @Solaiy

Have you tried simulating the alert trigger within Orion, to see if the correct values are being picked up? You could be using the wrong variables.

Hope that helps!

Solaiy

Hello my friend,

I should have added this on my top post itself. Not sure how I missed it.

1. While simulating test alerts, Exact Variables are coming up. [${N=SwisEntity;M=Node.Caption}-----> exact hostname]

2. While assigning the variables to OOB alerts, exact variables are coming up. [same as above]

But only when we use these variables on custom alerts, it's not doing anything. It comes as it is, like below line.

[${N=SwisEntity;M=Node.Caption} ---> ${N=SwisEntity;M=Node.Caption}]

By the way, This attached image variables are from one of my email triggers. It's working perfectly well for around 8 months now on email alerting system.

Confused,

Solaiy..

@silverbacksays

silverbacksays

Hey @Solaiy

What is the alert for? Could you share the configuration here, I'll see if I can find a solution for you.

Solaiy

Hello My Friend, @silverbacksays

To be honest, I just read this line from your first msg more than 20 times, to get a clear understanding of the alerting mechanism.

After that, I just get this fixed. SolarWinds is a bit complex in resolving this alert criteria.

"Best way to do this would be to add a new 'send an email' trigger action, and play around with the variables, simulating the trigger each time, 'til you get the output you need. Then put the correct variables in the SNOW trigger."

It's like, there are diff variable parameters for hostname's & it all corresponds to the type of the device.

For Eg,

Node Alert --> Hostname parameter--> ${N=SwisEntity;M=Caption}

Volume Alert --> Hostname paramter-->${N=SwisEntity;M=Node.Caption}

Component Alert--> Hostname paramter--> ${N=SwisEntity;M=Application.Node.Caption}

Thanks much for your Idea on a single line..

By the way, I'm trying to figure out the hostnames for other alerts like VPN gateway,Routing_Network, SwitchStack_Network, ASA Node.

I'll be figuring it out before today EOD. But if you have this handy, please let me know.

Thanks much..!!

Regards,

Solaiy