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SW and ServiceNow integration

I'm doing the SW and ServiceNow integration and having issue with the created ticket, as it is not populating the affected CI. Does anyone experience this issue and can please share how to resolve it?

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sirpaw

Hi, just wanted to make sure I understand you correctly. You were able to successfully integrate SNOW to SW, and got an alert to trigger an incident ticket. But the contents of the ticket were not properly populated, correct?

Were you able to check in the SNI_AlertIncidents table in your Orion DB if the ticket's details are there?

lmantonio

Sirpaw,

I attach the the screen capture. The affected CI should populate with the name of device (hostname, node name or systems name) I try different variables and all variables but still failed. I'm not sure where to check in the Orion DB as per your comments.

The ticket was created but within the SNOW incident it is missing the information

sirpaw

Hello! sorry for the late response, mondays and tuesdays are always a killer..

Hmmm, so it seems it's the only data entry that's missing, and you have tried other variables so I'm sure you have run some tests quite enough. I guess you have reached out to tech support already?

This is the table I was referring to, I always go here if I want to trace alerts using the SNOW integration:

lmantonio

This has been resolved with the help from ServiceNow . I can't find a work around in the Solarwinds just for FYI

lmantonio

Sirpaw,

BTW: The details on your screenshot above is there. Thanks for your attention and appreciate the response.

er.vansh17091

Hi All,

I am getting an issue where the CI wouldn't populate because SolarWinds is sending the FQDN instead of the hostname that ServiceNow wants. Can you please how can fix that?

bravosa

Hi Antonio

The problem fixed was related to the FQDN issue?

Please explain how was resolved in the ServiceNow side.

lmantonio

Hi Bravosa,

We hold this integration project about six months ago and stopped working on it. Apolgy for not giving details.

Best Regards,

Leo

jameslindsay

It's likely a mismatch between the value (variable used) and what actually exist in CMDB assuming there is a CI at all. I've had to A) verify the desired CI exist and find a variable or combination of variables, or manipulation of variables to match what is in CMDB, or vice versa (Manipulate the CI name). I prefer to leave SN OOB though. So for example when I produce SQL issues as incidents the discovered CI is <Instance>@<Hostname> int he CI field for the ticket integration I use ${N=SwisEntity;M=SqlApplicationAlert.InstanceName}@${N=SwisEntity;M=SqlServer.Node.Caption}