Seeing Failed To Parse ServiceNow Integration
We are sometimes seeing “-2” as the ##EXTERNALTICKETID## when sending alerts to ServiceNow. When this happens and the alert clears it is not auto-closing the ticket in SNOW. Has anyone seen this or h...
Forum Discussion
Dave_Lee
Advisor
AdvisorWe did solve this a little while back, so thought I would post an update.
One of the guys in our Service Now team did some digging. When an update is posted by LM into Service Now, it runs some code to find the associated ticket. This is code that's part of the LM integration you install in Service Now. We found that putting an extra line of code here, to filter only on open tickets, improved the processing speed considerably.
We've been running with this modification now for 6 months and have had no problems. I believe LM has incorporated our suggested change into the LM integration, so make sure you have the latest version installed on your Service Now instance.
