ITSI Entities import with service mapping, not beibng added to KPI, Shared Base Searches

Applicability

Description

ITSI Entities import with service mapping, not being added to KPI, Shared Base Searches
The impact would be that some Services entity-filter mapping would not update properly, causing entities to not be included in the KPI calculation.

Investigation

First open the Service definition of the impacted service

• Under Configuration > Services Monitoring > Service and KPI management. Verify if the entities are listed under "Entity filter" of the service.
• Then open the Configuration > Entity Management page. to access the entities editor. For the impacted entities, check for the entities they they have the correct service listed in the columns "service".
• If there are problematic entities that are listed in the Service page, but where the Service is not listed in the entity page. This means that the mapping it not present in the lookup keeping the Entity-Service.
  
  
  

Resolution

To resolve, first Identity the import search that created that entity.

• go to settings > saved searches and reports and filter on the searches prefixed by "ITSI import"
• run the search manually, look at the results
• identify the fields used to map the entities to services.
• Verify that all the service name are in correct format, and do not contains prefix white spaces, or trailing white spaces.

Example : if the field used for the service mapping is "add_to_services".
You can use that SPL to highlight if there are whitespaces.

| rex mode=sed field=add_to_services "s/(^ | $)/_WHITESPACE_/g"

If the entity is part of several services, and the field contains mutliple values or comma separated values, expand the fields before.

Solution: 

Once you identified the origin of the service values, correct the whitepaces. IT could be coming from the CRM where the services & entities list is coming from, or by a problem in SPL formatting.

A possible solution is to trim the fields in the Import search.
Example, if the mapping field is "add_to_services"

| eval add_to_services=trim(add_to_services)