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How to troubleshoot issues with Auvik - ServiceNow CMDB integration

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Steven Chan
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The Auvik API connection test fails 

This typically indicates an issue with the Auvik API URL, credentials or permissions. Here are steps to troubleshoot the issue:

  1. Verify Auvik region
  2. Verify Auvik API credentials
  3. Verify Auvik user role
    • Verify that the Auvik API user has a role with API permissions to access the Auvik inventory API - tenants, devices (all) and interfaces on mapped Auvik tenants. See How do I add, edit or delete user roles? on how to view roles.
  4. Verify that the Auvik user associated with the API key has access to only one Auvik account
    • If the Auvik user associated with the API key has access to more than one Auvik account, create another Auvik user account that only has access to the desired Auvik account.

If the issue persists, contact Auvik Support for additional troubleshooting.

The Auvik API connection test passes, but no Auvik tenant data is loaded

  1. Verify Auvik region
  2. Verify Auvik API credentials
  3. Verify Auvik user role
    • Verify that the Auvik API user has a role with API permissions to access the Auvik inventory API - tenants, devices (all) and interfaces on mapped Auvik tenants. See How do I add, edit or delete user roles? on how to view roles.
  4. Verify that the Auvik user associated with the API key has access to only one Auvik account
    • If the Auvik user associated with the API key has access to more than one Auvik account, create another Auvik user account that only has access to the desired Auvik account.
  5. Verify that system requirements are met:
    • Integration Commons for CMDB (2.21.0 or higher)
    • CMDB CI Class Models (1.75.0 or higher)
    • SGC Central (2.1.0 or higher)
    • ITOM Licensing (1.0.0 or higher)
    • ITOM Discovery License (1.0.0 or higher)
    • Flow Designer
    • Flow Templates for IntegrationHub Enterprise
    • Platform Core: Integration Hub

If the issue persists, contact Auvik Support for additional troubleshooting.

The Auvik device does not show up in ServiceNow CMDB

  1. Verify that system requirements are met:
    • Integration Commons for CMDB (2.21.0 or higher)
    • CMDB CI Class Models (1.75.0 or higher)
    • SGC Central (2.1.0 or higher)
    • ITOM Licensing (1.0.0 or higher)
    • ITOM Discovery License (1.0.0 or higher)
    • Flow Designer
    • Flow Templates for IntegrationHub Enterprise
    • Platform Core: Integration Hub
  2. If Enable Delta Sync is enabled and a new Auvik tenant is mapped,
  3. If Enable Delta Sync is enabled and a new Auvik device class is added to sync,
  4. If you have domain separation activated, verify that the domain scope is set to where the CIs are mapped to.
  5. Verify the device scheduled data import ran.
    1. In ServiceNow, navigate to Service Graph Connector -> Auvik -> Import Schedules.
    2. Click on the desired device scheduled data import.
      • Default Auvik connection: The scheduled data import name is SG-Auvik Devices.
      • Other Auvik connections: The scheduled data import name follows the format: SG-Auvik Devices - <connection name>.  
    3. Verify that Active is checked.
    4. If the Run field is set to Once, verify that it is not scheduled for the past.
    5. If Active is checked, look for the import set for the last run.
      • If an import set was found
        1. Click on the Import Set that corresponds to the last scheduled run.
        2. The State under Import Set Runs should be Complete. If an error is indicated, check the following to determine the issue:
          • Error messages under the Error column in the Import Set Rows tab.
          • Error Response status (e.g. 4xx, 5xx) under Outbound Http Requests.
          • If the issue can’t be determined, continue onto Step 3 - Look for errors in the Integrations Dashboard.
      • If an import set was not found, Verify the Auvik API connection. See The Auvik API connection test fails or I’m getting 0 processed records on how to check the connection.
  6. Look for errors in the Integrations Dashboard.
    • In ServiceNow, navigate to Service Graph Connector -> Auvik -> Integration Dashboard.
    • Set the CMDB Application to SG-Auvik.
    • Set the Import Date to the timeframe in question.
    • Note any errors in any of the panels under the CMDB Integration Errors tab.
    • Click on a panel with errors to see more detailed information.
    • Use the error information to try to determine the issue.
  7. Look for Errors in Auvik Logs
    • In ServiceNow, navigate to Service Graph Connector -> Auvik -> Auvik Logs.
    • Set the Created date to the timeframe in question.
    • Look at the Error level logs to try to determine the issue.
    • Note: The source filter for the application is x_aune_service_g_0.
  8. Enable detailed logging 
  9. Look at the Information, Warning and Error level logs to try to determine the issue.

If no errors are revealed or a cause can’t be determined, try the following based on which of these describe your scenario:

All Auvik devices across ALL tenants are not being created

  1. Verify the Auvik API connection. See The Auvik API connection test fails or I’m getting 0 processed records on how to check the connection.
  2. Verify that the tenants are mapped and active
    • In ServiceNow, navigate to Service Graph Connector -> Auvik -> Auvik Tenants.
    • Verify that the tenant mapping rows are mapped and active.
    • Review the Information level logs to make sure there are no errors fetching details of the tenant.
  3. Verify that there is at least one device class mapping for the tenant
    • In ServiceNow, navigate to Service Graph Connector for Auvik -> Auvik Device Mappings.
    • Verify that there is at least one device class mapping row that is:
      • Tenant field is empty or the tenant in question
      • Mapping Type field is Inclusion
      • Active is checked.
  4. Verify there are identification rules for the CI class.
  5. Verify that the Auvik device has the minimum CI class identifiers.
  6. Verify that the minimum CI class identifiers are unique for the Auvik device, so that the ServiceNow Identification and Reconciliation Engine (IRE) does not unintentionally match it to existing CIs. The ServiceNow CMDB IRE will start at the highest priority identification rule and work its way to the lowest priority rule. If any matches, the existing CI is updated. If this is the case, the following options are available:
    • Make the identifiers unique - Add a transformation to create a unique identifier.
    • Adjust the CI class identification rules to handle this scenario.
    • Create a new CI class with the appropriate identification rules.
  7. Verify that the Auvik device class has a corresponding ETL Transform Map. See How to change the default device class mappings for Auvik / ServiceNow CMDB integration.

All Auvik devices in a specific tenant are not being created

  1. Verify that the tenants are mapped and active
    • In ServiceNow, navigate to Service Graph Connector -> Auvik -> Auvik Tenants.
    • Verify that the tenant mapping rows are mapped and active.
    • Review the Information level logs to make sure there are no errors fetching details of the tenant.
  2. Verify that there is at least one device class mapping for the tenant
    • In ServiceNow, navigate to Service Graph Connector -> Auvik -> Auvik Device Mappings.
    • Verify that there is at least one device class mapping row that is:
      1. Tenant field is empty or the tenant in question
      2. Mapping Type field is Inclusion
      3. Active is checked
  3. Verify there are identification rules for the CI class.
  4. Verify that the Auvik device has the minimum CI class identifiers.
  5. Verify that the minimum CI class identifiers are unique for the Auvik device, so that the ServiceNow Identification and Reconciliation Engine (IRE) does not unintentionally match it to existing CIs. The ServiceNow CMDB IRE will start at the highest priority identification rule and work its way to the lowest priority rule. If any matches, the existing CI is updated. If this is the case, the following options are available:
    • Make the identifiers unique - Add a transformation to create a unique identifier.
    • Adjust the CI class identification rules to handle this scenario.
    • Create a new CI class with the appropriate identification rules.
  6. Verify that the Auvik device class has a corresponding ETL Transform Map. See How to change the default device class mappings for Auvik - ServiceNow CMDB integration.

Auvik devices of a specific device class are not being created in all tenants or specific tenants

  1. Verify that there is at least one device class mapping for the tenant
    1. In ServiceNow, navigate to Service Graph Connector -> Auvik -> Auvik Device Mappings.
    2. Verify that there is at least one device class mapping row that is:
      1. Tenant field is empty or the tenant in question
      2. Mapping Type field is Inclusion
      3. Active is checked
  2. Verify there are identification rules for the CI class.
    1. Some CI classes do not have identification rules out-of-the-box. They must be defined before any CIs can be created.
    2. See How are Auvik devices matched with ServiceNow CMDB configuration items? on how to view identification rules and See Identification rules on how to manage identification rules.
  3. Verify that the Auvik device has the minimum CI class identifiers.
    1. See How are Auvik devices matched with ServiceNow CMDB configuration items? on how to view identification rules in ServiceNow.
    2. In Auvik, go to the device dashboard of the device that is not being synced and verify that the device has the required identifiers.
  4. Verify that the minimum CI class identifiers are unique for the Auvik device, so that the ServiceNow Identification and Reconciliation Engine (IRE) does not unintentionally match it to existing CIs. The ServiceNow CMDB IRE will start at the highest priority identification rule and work its way to the lowest priority rule. If any matches, the existing CI is updated. If this is the case, the following options are available:
    1. Make the identifiers unique - Add a transformation to create a unique identifier.
    2. Adjust the CI class identification rules to handle this scenario.
    3. Create a new CI class with the appropriate identification rules.
  5. Verify that the Auvik device class has a corresponding ETL Transform Map. See How to change the default device class mappings for Auvik - ServiceNow CMDB integration.

Specific devices are not being created

  1. Verify there are identification rules for the CI class.
  2. Verify that the Auvik device has the minimum CI class identifiers.
  3. Verify that the minimum CI class identifiers are unique for the Auvik device, so that the ServiceNow Identification and Reconciliation Engine (IRE) does not unintentionally match it to existing CIs. The ServiceNow CMDB IRE will start at the highest priority identification rule and work its way to the lowest priority rule. If any matches, the existing CI is updated. If this is the case, the following options are available:
    • Make the identifiers unique - Add a transformation to create a unique identifier.
    • Adjust the CI class identification rules to handle this scenario.
    • Create a new CI class with the appropriate identification rules.
  4. Verify that the Auvik device class has a corresponding ETL Transform Map. See How to change the default device class mappings for Auvik - ServiceNow CMDB integration.

If the issue persists, contact Auvik Support for additional troubleshooting.

IP Address and/or MAC Address are not populated

  1. Verify that the CI class has IP Address and MAC Address attributes mapped in an ETL Transform Map. The CI IP Address and MAC Address fields are only populated for classes without Network Adapters out-of-the-box. IP Address and MAC Address are populated for these CI classes:
    • Communication Device
    • HVAC Equipment
    • IP Phone
    • Load Balancer
    • Network Controller
  2. Verify that two device syncs have occurred. If it is one of the above CI classes, IP Address and MAC Address are populated after two device syncs.
  3. Verify that there is an IP Address, MAC Address and an interface in Auvik for the device. Check the device dashboard in Auvik.
  4. Verify that the reconciliation rules for the CI class enables Auvik to update the attributes. See Reconciliation Rules on how to do this.
    • Note: Reconciliation rules are domain-specific.
  5. Verify that the default field mappings have not been modified.
    • MAC Address should be mapped to u_interfaces_1.
    • IP Address should be mapped to u_ipaddresses_1.

If the issue persists, contact Auvik Support for additional troubleshooting.

Network Adapters are not populated

  1. Verify that the CI class has Network Adapters mapped in an ETL Transform Map. Not all CIs have Network Adapters out-of-the-box. Network Adapters are not mapped for these CI classes:
    • Communication Device
    • HVAC Equipment
    • IP Phone
    • Load Balancer
    • Network Controller
  2. Verify that two device syncs have occurred. It takes two device syncs for network Adapter CIs to be populated. 
  3. Verify that there is an interface in Auvik for the device. Check the device dashboard in Auvik.
  4. Verify that the reconciliation rules for the CI class enables Auvik to update the attributes. See Reconciliation Rules on how to do this.
    • Note: Reconciliation rules are domain-specific.
  5. Verify that the default field mappings have not been modified.
    • Correlation ID should be u_device_id for device CI classes, Network Hardware Stub, IP Address and Network Adapter
    • MAC Address should be mapped to u_mac_address_cleansed.
    • IP Address should be mapped to u_ipaddress for Network Adapter and IP Address.

If the issue persists, contact Auvik Support for additional troubleshooting.

Only one Auvik Collector is created

Verify that the minimum CI class identifiers are unique for the Auvik device, so that the ServiceNow Identification and Reconciliation Engine (IRE) does not unintentionally match it to existing CIs. The ServiceNow CMDB IRE will start at the highest priority identification rule and work its way to the lowest priority rule. If any matches, the existing CI is updated. If this is the case, the following options are available:

  1. Make the identifiers unique - Add a transformation to create a unique identifier, e.g. concatenating name and ID, or name and serial number.
  2. Adjust the CI class identification rules to handle this scenario, e.g. set the minimum required identifier to name and serial number.
  3. Create a new CI class for Auvik Collector.

If the issue persists, contact Auvik Support for additional troubleshooting.

CI Attribute is not being updated

  1. Verify that there is a value for the attribute in Auvik for the device. Check the device dashboard in Auvik.
  2. Verify that the reconciliation rules for the CI class enables Auvik to update the attribute. See Reconciliation Rules on how to do this.
    • Note: Reconciliation rules are domain-specific.
  3. Verify that the default field mapping has not been modified.

If the issue persists, contact Auvik Support for additional troubleshooting.

Company and Location Attributes are not updated

To update the Company and Location attributes after a change to the tenant mappings, e.g. updating the Company or Source cell from a previous value, a full device sync is required.

  1. Disable Delta Sync. See How to update device sync options for Auvik - ServiceNow CMDB integration?
  2. Manually run a device sync. See How to manually run a device or tenant sync for Auvik - ServiceNow CMDB integration?
  3. Re-enable Delta Sync.

If that does not resolve the issue, try the following:

  1. Verify that the reconciliation rules for the CI class enables Auvik to update the attribute. See Reconciliation Rules on how to do this.
    • Note: Reconciliation rules are domain-specific.
  2. Verify that the default field mapping has not been modified.

If the issue persists, contact Auvik Support for additional troubleshooting.

Can’t find a tenant mapping row in Auvik Tenants

When you are in a specific ServiceNow domain scope, you will only see tenant rows mapped to the current domain and the global domain. Set the domain scope to either global or the domain where the mapped ServiceNow company is.

If the issue persists, contact Auvik Support for additional troubleshooting.

Domain field doesn’t correspond to selected company in Auvik Tenants

If the ServiceNow instance is domain-separated, you may have to refresh the page to see the updated Domain field.

If the issue persists, contact Auvik Support for additional troubleshooting.

Getting HTTP 429 errors

This indicates that the Auvik API rate limit has been exceeded. Use the following steps to reduce the number of API calls.

  1. Disable Fetch Discovery Status and Interface Details. See How to update device sync options for Auvik - ServiceNow CMDB integration? on how to do this.
  2. Enable Enable Delta Sync. Note: If you add new device classes to sync OR add new mapped tenants, set Enable Delta Sync to No, perform a manual sync and re-set Enable Delta Sync to Yes. See How to update device sync options for Auvik - ServiceNow CMDB integration? on how to do this.
  3. Increase the number of devices fetched per page using the setting Max devices per API page. See How to update device sync options for Auvik - ServiceNow CMDB integration? on how to do this.
  4. Reduce the sync frequency for the device imports. See How to update device and tenant sync schedule for the Auvik - ServiceNow CMDB integration? on how to do this.
  5. Reduce the device classes that are synced. See How to update Auvik device classes to sync to ServiceNow CMDB? on how to do this.
  6. Reduce the tenants that are synced. See How to map Auvik tenants to ServiceNow companies and locations for the Auvik - ServiceNow CMDB integration? on how to do this.

If the issue persists, contact Auvik Support for additional troubleshooting.

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