Cisco DNA Center integration with ServiceNow

RacheleTashjian
Tera Contributor

‎10-09-2024 05:37 AM

I've configured the connection between Cisco DNA Center and ServiceNow.  When I submit an update to a device in Cisco, it generates a change ticket in ServiceNow as it should (it's not perfect, but I'm still working on the field mappings).  The issue I'm having is that when I go out and approve the change ticket on the Cisco tab within the change, it never sends that approval back to Cisco DNA center to start the device upgrade.  I have scoured the internet to see where I can look to troubleshoot the issue, but I haven't found any resources that will help me troubleshoot and fix this issue.  I have also checked the Cisco community pages and posted the same question there. 

 

I'm sure I'm not the only one using this integration this way.  Any assistance would be most appreciated.

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Abbas_5
Tera Sage
Tera Sage

‎10-10-2024 12:20 AM - edited ‎10-10-2024 12:21 AM

Hi @RacheleTashjian,

Please refer to the link below:
https://www.servicenow.com/community/now-platform-forum/integration-between-cisco-dna-center-and-ser...

https://www.youtube.com/watch?v=vFljXfvg_Rw


If it is helpful, please mark it as helpful and accept the correct solution. In future, it might be helpful for someone to refer to this solution.

Thanks & Regards,
Abbas Shaik

Integrating Cisco DNA Center with ServiceNow
Integrating Cisco DNA Center with ServiceNow
youtube.com/watch?v=vFljXfvg_Rw
Integrating Cisco DNA Center and ServiceNow provides immediate value by automatically synchronizing all network assets to the centralized CMDB. The most significant benefit of integration is the ability to automatically create and enrich ServiceNow incidents based on actual data provided by DNA ...
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RacheleTashjian
Tera Contributor
In response to Abbas_5

‎10-10-2024 04:53 AM

While that is a very informative video you replied with, it does not actually answer my question.  Why aren't my change tickets showing as approved in Cisco DNA center after I approve them in ServiceNow?

Where can I go to troubleshoot this specific issue?  I have checked my mid server logs, and I've tried looking through the logs in Cisco DNA center, I don't see anything related to this bi directional communication anywhere in ServiceNow or Cisco DNA Center.  I just keep getting ITSM Ticket expired messages when I try to push an update to a device in Cisco DNA Center.

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