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Home > Success Center > Network Performance Monitor (NPM) > ServiceNow incidents created with all fields blank

ServiceNow incidents created with all fields blank

Updated January 12, 2017

Overview

Despite successful connection tests to the ServiceNow instance, the incidents created by the SolarWinds ServiceNow integration (Create a ServiceNow Ticket alert action) creates a blank incident in ServiceNow that is neither assigned to a ServiceNow user or display any of the designated variable information to populate the ticket.

 

The following errors can be found in the ActionsExecutionsAlert.log:

 

ERROR AlertingLogger - (null) Action [Action: ID: 183, ActionType: CreateSniTicket, Title:  , Description:  Create or update a ServiceNow Incident when an alert is Triggered, Acknowledged, or Resolved.

System.Exception:  Failed to create incident.  Check the connection to your ServiceNow instance on the <a href='/Orion/ESI/Admin/ManageESIInstances.aspx'>ServiceNow configuration page</a>.

at Solarwinds.SNI.Actions.Actions.CreateTicket.CreateTicketExecutor.ExecuteInternal()

at Solarwinds.Orion.Core.Actions.ActionExecutorBase.Execute(IServiceProvider serviceProvider, ActionDefinition definition, ActionContextBase context, CancellationToken cancellationToken)

 

ERROR AlertingLogger - (null) Failed to create an incident on ServiceNow instance System.ServiceModel.FaultException: Error creating incident:  

Server stack trace:

at System.ServiceModel.Channels.ServiceChannel.HandleReply(ProxyOperationRuntime operation, Proxprc& rpc)

at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean oneway, ProxyOperationRuntime operation, Object[] ins, 0bject[] outs, TimeSpan timeout)

at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessage methodCall, ProxyOperationRuntime operation)

at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage message)  Exception rethrown at [0]:

at Solarwinds.ESI.Common.BL.BusinesLayerProxyFactory.BusinessLayerExceptionHandler(Exception ex)

at Solarwinds.ESI.Common.BL.EsiBusinessLayerProxy.HandleOperation[T](Boolean retryOnFail, Func‘l operation)

at Solarwinds.ESI.Common.BL.EsiBusinessLayerProxy.ProcessOperation(Guid instanceId, Type opType, String serializedOp)

at SolarWinds.ESI.Common.BL.BLHelper.<>c__DisplayClassB_0.(ProcessOperation>b__0(IEsiBusinessLayerProxy p) at Solarwinds.ESI.Common.BL.BLHelper.Call(Action‘1 dowork) at Solarwinds.ESI.Common.BL.BLHelper.ProcessOperation(Guid instanceId, OperationBase operation) at SolarNinds.SNI.Action5.Actions.CreateTicket.CreateTicketExecutor.ExecuteInternal()

Environment

NPM 12.0.1 with a Checkpoint firewall situated between the SolarWinds server and the ServiceNow server.

Cause 

This can occur from deep content inspection on the Checkpoint firewall and may occur with any other firewall with deep content inspection enabled.

Resolution

Create the proper rules on the Checkpoint firewall to allow this traffic through unfettered. The dropped events can be tracked down through the events log on the Checkpoint firewall itself.

 

 

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