Netcool and ServiceNow integration

[Raji6]

Hi Can you help us with the following.

Trying to integrate Netcool and ServiceNow. I see the events pass across the Socket Writer gateway(netcool) to Socket monitor on MID server (watching the Socket monitor port). But I am not seeing the alerts getting into ECC queue on ServiceNow. Is there a way to watch the log on Socket monitor and if there is any issue with Socket monitor inserting the event into ECC queue?

Thanks,

[Matt Small1]

I am having the same issue. Did you ever resolve this issue? If so did you have to change any of the OOTB rules or script includes?

[Matt Small1]

Fix line 61 of the Socket Monitor Script to this -

if (buf.toLowerCase().indexOf("insert:") != 0 &&buf.toLowerCase().indexOf("update:") != 0)

then whatever case Netcool is configured to send the update or insert it will get read.

[jason_petty]

If you look at the MID Server log you will probably see that there are alarms coming in that are being marked as "ignored." What you need to do is three things:
1. Modify the Socket Monitor Script. The first problem is on line 61 and 72 where it is searching for 'UPDATE' and 'INSERT' rather than 'update' and 'insert' - Change those to lowercase so it will find it.
2. Modify your Netcool side to have a delimiter of |. The Netcool plugin (same script) is written to use the | as the delimiter and the best way to make that work is to change your delimiter on the Netcool side to be that character since some of the alarm fields have quotes and some don't. A comma is not a good delimiter since there are date fields with commas and no quotes.
3. Modify your map file on the Netcool side so when it formulates the alarm it puts the fields in the same order as defined in the MID Server Script Include named "NetcoolSocketMonitorMap." (If you are using the method to auto start the Socket Writer Gateway then you can define these in ServiceNow on the Map field for that Socket Monitor)

[DenMagnuson1]

In reviewing the Log file and Monitor Map, we've definitely seen where those don't match up, so we've asked the Netcool admin to list out the order in which the fields are being passed.
It looks like we have an updated version of the Socket Monitor Script as everything is properly set as lowercase.
We're most hesitant on changing the delimiter, at least on the Netcool side since it's currently being used in production with the existing ticketing system, but I can see the point on this after reviewing the script and the log file.

Thanks for the help, definitely gets us looking in the right areas.