ServiceNow IBM Gateway – How can I force the gateway convert a snow field reference to a value to populate omnibus alert?


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?

Thank you


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