Why does the Event 'Additional Information' section not display when editing an event rule

RichG · ‎10-16-2018

Hi

I'm using SN Kingston to try to create an Event Rule that enables me to map information that is in the 'Additional information' field of the Event to Alert fields.

However the 'Event Additional Info' section is not displayed in the 'Event Input' pane on the right hand side of the 'Transform and Compose Alert Output' screen. The following ServiceNow documentation implies this information should be displayed so that I can map it:

https://docs.servicenow.com/bundle/kingston-it-operations-management/page/product/event-management/concept/event-input-information.html#d265038e182

I'm not sure if it's a setting somewhere to enable this information to be displayed in the event rule, or if it's because of the way the information is being received?

I have additional information in the event itself received in JSON through the API which appears in this format in the Event:

{service_now_cat=Software, service_now_subcat=Application, service_now_bus_serv=Commerce Engine, service_now_ci=Retail Element (ROL)}

It's sent in this format:

{

"additional_info":
{

"service_now_ci":"Retail Element (ROL)",
"service_now_cat" : "Software",
"service_now_subcat" : "Application",
"service_now_bus_serv" : "Commerce Engine"
}
}

Any help would be greatly appreciated!

RichG · ‎10-18-2018

Hi Both

Thanks very much for your help. I've done a little more research and found out what was causing it.

By just passing the data into the Additional Info field through the API using JSON for the content it was changing the data to text in the Additional info field and therefore not recognising them as attributes in their own right.

So I changed the format of the additional info data I was passing in so it was in JSON, but all on one line wrapped in double quotes as if brackets and all were text and replaced the double quotes of the additional info attributes with single quotes.

When this goes into ServiceNow, I then get to see the attributes in additional info as mappable attributes in the event rule as ingestion into servicenow only removed the double quotes around it and leaves the JSON within it as JSON.

So it changed from an input of:

"additional_info":
{

"service_now_ci":"Retail Element (ROL)",
"service_now_cat" : "Software",
"service_now_subcat" : "Application",
"service_now_bus_serv" : "Commerce Engine"
}

to an input of:

"additional_info": "{'service_now_ci':'Retail Element (ROL)','service_now_cat' : 'Software','service_now_subcat' : 'Application','service_now_bus_serv' : 'Commerce Engine'}"

Meaning the output in ServiceNow changed from:

{service_now_cat=Software, service_now_subcat=Application, service_now_bus_serv=Commerce Engine, service_now_ci=Retail Element (ROL)}

to:

{'service_now_ci':'Retail Element (ROL)','service_now_cat' : 'Software','service_now_subcat' : 'Application','service_now_bus_serv' : 'Commerce Engine'}

plus having the attributes selectable in the event rule.

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robertgeen · ‎10-16-2018

I feel your pain I've had the same issue. The best way I have found to get to modify these is by creating an event rule off of an event and then it auto populates that data. I've tried to force it in with the URL but it doesn't seem to work. If you end up opening a HI ticket for this let me know what comes back from it.

robertgeen · ‎10-17-2018

I've had some time to think about this one further. Your best bet is to actually manually insert an example event and then use the create event rule button. You can insert it in processed state so it doesn't create an alert but this will allow it to feed all the data into the event rule area and you should see all the additional info ones.

manivk · ‎10-17-2018

I agree with MrRobertgeen, I had similar issue and when I opened ticket with HI Support they informed to created a event rule from sample event with has required additional info and they have raised a enhance request for this feature which we had in earlier versions.

robertgeen · ‎10-17-2018

So did they recommend a custom attribute to pass it into the incident or do they just say to parse additional info with regex and pull it out?