If your product has provisioned in your AWS account, but you do
not see the automatic creation of a Configuration Item in the CMDB, follow
these steps to troubleshoot.
Before you begin these steps, you should have worked through any
issues described in
AWS Product Not Provisioned and be able to successfully complete the
provision of an AWS product.
After you can see a successfully provisioned product in your AWS
account, your incident should close and show that the provisioned CFT has a
status of 'Active.' You should see a new CI connected to it and in your CMDB
after a short period of time, from 5-10 minutes. If you do not, here are the
steps to check.
- Problem: Server not open to the public.
Solution: If your server does not have an external-facing
address, you will not be able to hit any of the webhooks. You can confirm that
this is set up correctly by accessing the
Browser Client
from a machine other than your CSM server.
- Problem: SNS subscription cannot confirm.
Solution: Your SNS subscription should be able to confirm
automatically. If it doesn't, check to make sure your password is correctly
entered in the webhook and in SNS.
Note: If you have complex characters in your password, make sure
they are properly encoded for URL transmission. For more information, see:
HTML
URL Encoding Reference.
- Problem: SNS message not sent.
Solution: Once you are confident that your SNS subscription
for the CSM webhook is correct, ensure the message has been sent by SNS.
You can set up a Hookbin subscription for your SNS topic (see
https://hookbin.com/), or another service to receive the JSON sent by SNS. This
will serve the dual purpose of allowing you to see precisely what SNS has sent
your webhook, but also confirm that the message has been sent.
Note: Make sure you leave the tab with your Hookbin URL open or you
won't be able to get back to the results. If you accidentally close the tab,
you will need to recreate the Hookbin endpoint and recreate your SNS
subscription.
- Problem: Message stuck in RabbitMQ.
When SNS hits the webhook successfully, you will see a log
message in the CSM Web API log as follows:
{"Level":"STATS","Message":"Execution of Post took 477
Milliseconds.","TimeStamp":"2020-12-04T21:27:47.5775259+00:00","ThreadName":"Thread_14","Domain":null,"pid":"11908","DebugCategory":"InfoLogMessage","Host":"EC2AMAZ-KBCFCVH","Object[]":"[\"ActionName\",\"Post\",\"RequestUri\",\"https://awsmapp.cherwelltest.com/CherwellAPI/api/Webhooks/createawsevent\",\"ElapsedTime\",477,\"RequestContentSize\",2108,\"ResponseContentSize\",null,\"ResponseStatusCode\",200]"}
Solution: If you see this message in the logs, but you do
not see your object in the staging table, you can check RabbitMQ to confirm
that it has not gotten stuck in queue. If it has, try restarting the Cherwell
Service Host and testing your provision again.
- Problem: Staging table object is created, but corresponding
CI or Incident is not created.
Solution: If the object created by your webhook (either
AWS Event or
AWS Config Staging) has been created but you
do not see a corresponding
Incident or
Configuration Item, you can check these
things:
- Ensure your Cherwell Service Host is turned on and pointed to
the correct database.
- To navigate to the staging object, select
Searching >
Quick Search Builder. Select the staging
object (either AWS Event for Incidents or AWS Config Staging for Configuration
Items).
- From your current
record, select
.
- If any of your automation processes have failed, double-click
that item to get additional details on what caused the failure.
- Confirm the JSON parsing in any associated
One-Step™
Actions
is configured to the specific response you are receiving. You may find these
tools useful in assessing what kind of parsing is required: