We use the ServiceNow IBM Gateway to create tickets for netcool alerts. One of the issues we have is that the gateway takes the sys_id of any SNOW field whose value is a reference rather than the real value.
For instance, if we want the gateway to take the “cmdb_ci” field of a ticket and put it in a netcool alert field, the gateway populates the netcool field with the sys_id of a CI rather than the CI name.
is there a way to force the gateway translate the reference to a real value and use that to populate the netcool field?
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We need to add entities and it synonyms dynamically in watson. For example we need to store the names (as we are not getting all the name via @sys-name) or say some other values dynamically as user enters it.
What will we do if the values and synonyms reached its limit?
Can we upgrade it to unlimited?
If not please suggest a better way to handle this.
Thanks in advance
We can set values okay, and when we just set the value to blank, without the tool, it works okay.
Why doesn’t the prompt tool allow blank values, and how can we set the field to a a blank value?