New Relic integration with ServiceNow. What is the provider?

[Krischan]

I am to integrate New Relic with ServiceNow and have issues with the JSON, I got from New Relic via the webhook. 

Towards the end i have an entry: "provider":"unknown" in that JSON and neither me nor any other ITOM expert in our org. does know, where this comes from. The New Relic admins on customer side don't know and claim, it's not from New Relic. I'm fairly certain, that it is.

The OOB Event rules do filter out by default things that have the "unknown" value in the JSON and thus the rules don't apply.

[JC Moller]

Hi,

I am not familiar with the New Relic EM connector/intergration, but we have a fairly large Event Management setup on-prem and based on my experience I would say this issue is caused by the monitored end of the integration.

We are not doing any modifications to inbound data at create time in em_event table, so data issues must be resolved at the sending connector/trigger.

Do you get any correct data at all in this element or are all values missing in all inbound events?

Have you watched this video on Youtube:

https://youtu.be/klFu5pEkFZo and are your configurations in line with the configuration mentioned?

BR, Jan

[Krischan]

Hey JC,

we a are integrating with ServiceNow Event Management. I'm aware of the integration way, you are linking here but that's not the one in scope.

https://docs.servicenow.com/bundle/utah-it-operations-management/page/product/event-management/task/...

This is the one we're trying to achive.

In general we can absolutely see that the correct data is submitted over the Integration inside that JSON ... just the provider is not ok. 

[JC Moller]

From the evidence shared I would definitely have a further look into this at the New Relic side. The data is processed unaltered as it arrives to em_event table.

Is the missing information vital to the Alert to CI binding ie. relevant to the process itself? 

BR, Jan

[Krischan]

The Event rule itself with all it's mapping is not even triggering because this attribute is explicitly not picked through the OOB event rule conditions. 

That's one of the reasons, why I was wondering about the source of it. ServiceNow would certainly not alter the JSON that it wants to evaluate for the rule.