What type of errors Shown when not receiving events from TSOM to our ServiceNow Instance.

Sandeep _
Tera Contributor

‎11-17-2023 07:30 PM

 
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Sohithanjan G
Kilo Sage
Kilo Sage

‎11-18-2023 11:05 AM - edited ‎11-18-2023 11:07 AM

When you are not receiving events from TSOM (Telecommunications Service Operations Management) to your ServiceNow instance, various issues could be causing the problem. To identify and troubleshoot the issue, you should check for errors or symptoms in different areas of your integration. Here are some potential error scenarios and areas to investigate:

  1. Integration Log in ServiceNow:

    • Check the integration logs or event logs in your ServiceNow instance. Look for any error messages or warnings related to the TSOM integration. This can often provide specific details about the issue.

  2. TSOM Event Sending Logs:

    • Inspect the logs within TSOM to see if there are any errors or failed attempts when trying to send events to ServiceNow. Look for error messages or issues with the communication.

  3. ServiceNow Event Queue:

    • If ServiceNow is not receiving events, check the event queue in ServiceNow. Look for any backlog or stalled events in the queue. Errors in processing events can sometimes be seen here.

  4. Network Issues:

    • Verify that there are no network issues between TSOM and ServiceNow. Ensure that firewalls, proxies, or other network components are not blocking the communication. Check connectivity and the ability to establish a connection.

  5. Authentication and Credentials:

    • Confirm that the credentials used for the integration are correct and up-to-date. Ensure that the authentication mechanisms, such as API keys or usernames/passwords, are configured correctly in both TSOM and ServiceNow.

  6. TSOM Configuration:

    • Review the TSOM configuration for the ServiceNow integration. Ensure that the integration settings, including endpoint URLs, authentication details, and event mapping, are configured accurately.

  7. ServiceNow MID Server (if used):

    • If you are using a ServiceNow MID Server for the integration, check its logs and status. Ensure that the MID Server is running, and there are no issues with its connection to both TSOM and ServiceNow.

  8. Integration Plugins or Connectors:

    • If you are using specific plugins or connectors for the TSOM integration in ServiceNow, check their configuration and logs. Some integrations may have their own logs or dashboards within ServiceNow.

  9. Scheduled Jobs and Background Processes:

    • Check for any scheduled jobs or background processes in ServiceNow responsible for processing incoming events. Ensure that these jobs are running successfully and according to the configured schedule.

  10. Debugging and Logging in Scripts:

    • If you have custom scripts or business rules handling the TSOM integration in ServiceNow, add additional logging and debugging statements to trace the flow of execution and identify potential issues.

  11. ServiceNow Instance Health:

    • Verify the overall health of your ServiceNow instance. Check system logs, disk space, and any other system-related parameters to ensure that the instance is functioning correctly.

 

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