Service now integration with checkmk

[nvnbs]

Hi Team,

We have integrated checkmk with service now and the User has been provided ITIL role and is able to create the Incidents,but we are seeing this message Could not resolve incident because of missing context information. Maybe the user used for login has too few permissions? At least the role 'itil' is required.

Does the user needs to be provided additonal Access to auto resolve the Incidents,as we haven't created any rules in event management of service now but only creating incidents based on the rules in Checkmk.

[sachin_namjoshi]

ITIL role is enough to resolve incidents OOB

Do you have any ACLs which is preventing this user from resolving incident?

You can impersonate with this user on your instance and try to resolve incident manually to find out any ACLs, business rules blocking resolution.

Regards,

Sachin

[nvnbs]

Hi Sachin,

I have checked by closing the INc maually with the user and i am able to resolve the incident but not sure where exactly the issue is.

[Raj_Esh]

Hi Nvnbs,

When you tried to resolve the incident manually, are you filling any fields? 

How is the integration configured? In general, if any alert raises then the Incident is created in ServiceNow. But if it is bi-directional then only the other ways work.

Hope it helps.

Thanks,

Raj

[Sarabjeet2]

Hey, 

Could you please let me know how did you integrate checkmk with servicenow?

Do we require any servicenow plugin or create any rest API's ?

Thanks in advance!!