Seeing Failed To Parse ServiceNow Integration

An update on our situation for anyone who finds this thread later on….

We put together a tool that we could use to manually make a load of requests to the Logic Monitor integration on our test instance of Service Now.  So we can reliably recreate the issue.

The issue is essentially in the processing time on our Service Now instance.  As long as the client (e.g. Logic Monitor - or in our case, our testing script) waits long enough, then everything processes fine. 

Service Now is not throwing 408 or 500 errors at all.  That’s a bit of a red herring.

It seems that Logic Monitor has a timeout of perhaps 30 minutes on calls to integrations.  I suspect this is handled by a separate process/microservice in Logic Monitor, and that passes 408 or 500 errors back to the alerting handling part of Logic Monitor when an integration call fails (or times out in our case).

One aspect I think may be an LM bug is it storing “-2” for ExternalTicketId when it’s not received anything back at all.

We’re focusing our efforts on figuring out if we can improve the performance on Service Now.  As a workaround, Logic Monitor support have increased the timeout on integration calls to 120 seconds on our instance.

Dave