Environment: ServiceNow (Yokohama)
Issue: We have ThousandEyes integrated with ServiceNow Event Management. We are using a subflow to populate the impacted services on the alert, but it is returning blank values.
Current Flow:
- ThousandEyes → Event Rule (ThousandEyes - URL) → Creates Alert
- Alert Management Rule → Triggers Subflow
- Subflow Step 7: "Calculate Values (Based On The Alert)" action
- Calls: SNC.AlertManager().getGroupCisAndImpactedServices(group, cmdbCi)
- Returns: {"cis":"<sys_id>", "impactedServices":""} ← Empty
CMDB Structure:
- HTTP Endpoint CIs exist in cmdb_ci_endpoint_http table
- Relationships tested: Mapped Application Service (class: cmdb_ci_service_discovered) with "depends on" relationship to HTTP Endpoint
- Result: Java function still returns empty impacted services
Questions:
- What service class does SNC.AlertManager().getGroupCisAndImpactedServices() query? (Business Services, Technical Services, Mapped Services?)
- What CMDB relationship is expected for this function to discover impacted services?
- Is there specific documentation on the expected CMDB configuration for Event Management service discovery?
Any guidance would be appreciated!
