Network Management

Collect debug logs for ServiceNow integration issues on Orion Platform

Learn how to collect debug diagnostics for ServiceNow integration issues with the Orion Platform.

First published date

10/19/2018 6:53 PM

Last published date

5/5/2023 8:50 PM

Overview

If you encounter issues with the ServiceNow integration with the Orion Platform, use steps in this article to collect debug diagnostics that SolarWinds staff can use to investigate further and troubleshoot ServiceNow integration issues.

To learn more about ServiceNow integration, see Integrate an Orion Platform product with ServiceNow in the Orion Platform Administrator Guide.

 

Product section

Orion Platform

Resolution

Debug logs are located in the following folder: C:\ProgramData\SolarWinds\Logs\Orion\ESI

Logs from Solarwinds Orion:

  1. Open SolarWinds Log Adjuster and go to the Incident Services Integration / Business Layer section. 
  2. Change the control field to DEBUG, and then click Apply.
  3. Replicate the issue, collect the diagnostics and send them to SolarWinds support.
SNow.png

Logs from ServiceNow Integration Module

  1. Locate SolarWinds Alert Integration / Configuration / Properties page in ServiceNow.
  2. Set log verbosity to debug and press Save. (Picture 1)


(Screenshot property of © 2021 ServiceNow)

3. Replicate the issue as log verbosity will only affect new logs so it's necessary to replicate the issue.

Export logs

  1. Locate SolarWinds Alert Integration / Support / Logs and System Logs / System Log / All in ServiceNow.
  2. In both tables should be log records.
  3. Export data to Excel, an option is available in column menu Export / Excel. (Picture 2)
 


(Screenshot property of © 2021 ServiceNow)