Service Graph Connector for IR Collaborate - FAQ and Troubleshooting

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General Notes

Some Service Provider who uses the Domain separation Service Now instance can experience issue where Collaborate CMDB CIs are not tagged with right company/domain information and hence Service Provider's customer can't see CIs in their authorized domain. This is because Service Provider has not setup the integration in IR prognosis with same company  as it is configured in Service Now. Company name in Service Now and company field in Integration at IR prognosis has to be same.

Authentication Issue

IR collaborate app uses the Service Now Import set API to receive the data into landing tables from IR Prognosis. To use the REST API for landing tables. User must have 'x_ir_ir_collaborat.integration" role assigned.

Mapping Issue

1. Collaborate CMDB CIs not being populated IR Prognosis

In Some Cases Collaborate CMDB Cis may not populate or updated even the corresponding configuration is done at Prognosis side. We need to first rule out any potential issues at Prognosis side. Refer to Prognosis troubleshooting guide for issues related to Service now integration.

Once the issue is ruled out at Prognosis side. most probable cause for this issue is failure in IRE. To troubleshoot this issue us REST API to query the CI tables and corresponding import set tables and get the internal JSON representation of each entry and figure out if there is any mandatory field is missing from the import set table data. Enable IRE logging to get more detailed information.

Refer https://community.servicenow.com/community?id=community_article&sys_id=d4a26c5edb52f4d0da1999ead3961...for troubleshooting  Identification Reconciliation Engine(IRE) Processing errors.

2. Duplicate Collaborate CMDB CIs

In rare case, If IR collaborate CMDB contains duplicate CIs, then check the IRE logs to identify any issues with CI Identification rule. All IR's CIs are uniquely identified by "correlation_id" field of cmdb_ci. In domain separated Service now there could be multiple CIs with same correlation_id , however these all should be in different domain.

Refer to https://community.servicenow.com/community?id=community_article&sys_id=013d0c9edbdab4d0da1999ead396... for more details on this and how to resolve.