Overview

This article covers common issues that may arise when using the JetPatch ITSM integration. 

The integration connects JetPatch with external ticketing systems (such as ServiceNow, JIRA, or Symphony Summit) to manage Change Requests as part of the remediation approval workflow.

When the integration is misconfigured or encounters connectivity problems, symptoms may include remediation plans getting stuck in a pending state, Change Request fields appearing empty, or duplicate Change Requests being created in the ITSM system.

This article addresses the following issues:

1. A Remediation Plan is stuck in the Pending column.
2. Fields are not populated in the Change Request.
3. Multiple Change Requests were created for the same Remediation Plan.

Remediation Plan Stuck In Pending Column

If the remediation plan is waiting in the "Pending" column (in the Remediation Plans board):

1) Go to Platform configuration

2) Click on the Logs & Alerts tab

3) Search for "ITSM" in the Description column

4) You should see errors related to ITSM

5) If possible, click on the "Details" icon in the right column.

Failure details should appear in the pop-up window.

If the "Details" icon is not clickable, please contact JetPatch support with the Manager logs

Issue: Fields Are Not Populated in the Change Request

If fields that should be populated in the Change Request are empty, verify the field configuration:

Step 1 - Make sure the missing fields are supported and populated from JetPatch. 

• You can find the list of supported fields in each ITSM system configuration article in the JetPatch KC.

Step 2 - Check the fields configuration in JetPatch. 

For ServiceNow - Checking ServiceNow Properties Names for JetPatch Configuration

Issue: Multiple Change Requests for the Same Remediation Plan

If you see many Change Requests created in the ITSM, it is probably due to some connectivity issues that cause a timeout ("Read Time Out") for creating the Change Request.

Step 1 - Make sure the problem is a timeout issue:

• Download JetPatch logs and search for "Couldn't create a ticket in 'Service Now' due to Read timed out."
• Go to "Platform Configuration" and click on the "Logs & Alerts" tab. Search for "Failed to open" string in the Description and see that many entries are pointing out that JetPatch failed to open a change request for the same Remediation Plan, and there are no details to open.

Step 2 - Cancel all "Pending Approval" Remediation Plans

Step 3 - Open JetPatch configuration file (intigua.properties) and add the following line:

itsm.ticket.pg.check-before-create=false

Step 4 - Restart JetPatch 

After JetPatch starts, log in and activate a Remediation Plan to make sure the problem is solved.