Problem Description
This article covers a specific issue about the ServiceNow integration with the Druva application. We attempted to configure the ServiceNow as per the article, however, the scheduler's most recent sync time is out of date, which results in incident generation issues on the ServiceNow application caused by Druva backup/restore alarms or failures.
Background
While doing the ServiceNow configuration for Druva alerts, we must follow this article to finish the configuration.
While doing this we observed that the incidents were not getting created in ServiceNow.
This was because the Last sync scheduler time as per the below screenshot was outdated and the status of the scheduler shows as false.
Cause
1. After checking, we discovered that the configuration page lost all the changes we made. For instance, the Activate Scheduler appears to be toggled off when we navigate to Configuration. Take a look at the screenshot below:
2. A pop-up stating that the changes have been saved appears when we activate the scheduler, adjust the settings, and click Save. Take a look at the screenshot below:
3. But when we click on another page (ex, Dashboard) and then click back to Configuration, the Activate Scheduler is inactive and requires that we go through the settings again. It does not persist any changes. Please check the screenshot below.
Solution :
To resolve the issue, when configuring the scheduler in the Druva plugin, we need to change the Application Scope to Druva instead of Global before we save the configuration. Please check the screenshot below:
2. Once we perform the above changes, we can save the configuration and see the last sync scheduler time updated to the latest time stamp. Please check the screenshot below.
3. Post this the incidents will start getting created in the ServiceNow once the last sync time is updated to the latest time.