Forum Discussion
Azure Alert ITSM Servicenow Connector Payload not appearing in ticket description
Hello,
Trying to create ServiceNow tickets based on alerts from Azure alert rule in "Log Analytics Workspace" for Machine learning Job failures with ITSM connector based action group. In this process, in ServiceNow tickets are getting generated but issue is with Payload i.e., payload passed is not appearing in ticket description under the section <-- Log Entry --> as shown in screenshot below.
I have gone through the documentation but I couldn't find exact reference in addressing this issue. It would be great if you can provide any suggestions / exact references in the documentation.
Please let me know for any additional inputs.
Thanks & Regards,
Siva Kumar
2 Replies
Hi Siva,
Since the ServiceNow ticket is created successfully, the connector itself is working. The missing <-- Log Entry --> content is usually related to the Azure Monitor alert payload.
Newer Log Analytics alert rules may not include the actual query-result rows in the payload. In that case, ServiceNow receives only the alert metadata, so the log-entry section stays empty.
Please check the alert payload using a temporary webhook or Logic App. If the query results are missing, use a Logic App to retrieve the Log Analytics results, format the description, and then create the ServiceNow incident.
Also ensure the KQL query returns important fields such as job name, run ID, status, error message, and _ResourceId.
It seems to be a well-known issue that the Azure Monitor ITSM Connector does not always pass the full alert payload into the ServiceNow ticket description, learn.microsoft.com/en-us/azure/azure-monitor/alerts/itsm-convert-servicenow-to-webhook
