Werk #12856: ServiceNow: Clearer assignment in distributed environments

Component Notifications
Title ServiceNow: Clearer assignment in distributed environments
Date Apr 30, 2021
Checkmk Editon Checkmk Enterprise (CEE)
Checkmk Version 2.1.0i1 1.6.0p24 2.0.0p4
Level Trivial Change
Class Bug Fix
Compatibility Incompatible - Manual interaction might be required

If ServiceNow notifications are used in distributed environments the host and service problem ID might not be unique, because every site core creates own host and service problem IDs. This could lead to problems with ticket creation if the notifications end up at the same ServiceNow instance because the problem ID might already have been used.

If you use such setup, please configure the new option "Use site ID prefix" in the notification rule for ServiceNow. The notification script will then set the host and service problem ID and the site name on creation.

If ServiceNow notifications are send from one site to one ServiceNow instance or from different sites to different ServiceNow instances, no action is required. The Script will use the old mechanism of setting and checking for host and service problem IDs.

To the list of all Werks