Default Binding Not Happening for Integrations in SRM Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When setting up an Integration in SRM for a Technical Service, alerts from the integration are not bound to the Technical Service and do not appear in 'Services with critical alerts' even when critical alerts are received. The issue involves verifying alert binding behavior and ensuring alerts are correctly associated with the intended service. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } We can find example alerts by logging in as SRM manager, navigating to the integration launchpad to see active integrations where the default CI is set, then looking up alerts on the express list from that source instance where the CI field is empty. Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } If requirement is such that events to fall back to a specific CI when standard binding fails, they can populate one of the following keys in the event's Additional Info:sn_fallback_binding_ci_id – Specifies the exact CI to bind to by providing its sys_id.sn_fallback_binding_ci_name – Specifies the name of a CI to search for and bind to. If multiple CIs share the same name, the first matching CI will be used.sn_fallback_binding_ci_type – Used together with sn_fallback_binding_ci_name to narrow the search when multiple CIs have the same name by specifying the CI class/type.These are keys in the event's Additional Info field. The customer can populate them with the appropriate CI information, and if the standard binding process does not find a match, Event Management will use these values as a fallback to bind the alert to the specified CI. We have OOTB Event Field Mapping rule added by the SRM team called " SRMServiceMappingRule". This rule populates the sn_fallback_binding_ci_id field which allows the alert to bind to the Default Configuration Item defined on the integration.From the rule definition, it appears that the event must contain the sn_sys_id key in its Additional Info, with the sys_id of the connector instance, for the rule to execute. The events will be failed to bind if it does not contain the sn_sys_id key in their Additional Info. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Zurich Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Root Cause1. Alerts were not binding to the Technical Service because the events lacked required data (e.g., sn_sys_id in Additional Info), preventing the SRMServiceMappingRule from populating the fallback CI ID.2. The Default Configuration Item defined on the integration could not be used due to reliance on event data for binding logic, which was missing in the observed events. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } In General ,The sn_sys_id is added from the url params by the Event management connectors. Below are the scripts that do it for datadog:Line 46 at http://<instance_name>/sn_em_connector_listener.do?sys_id=7bbdcb16dbcd60145c4ec16c139619c9&sysparm_record_target=sn_em_connector_listener&sysparm_record_row=16&sysparm_record_rows=27&sysparm_record_list=ORDERBYorderAnd the script that adds sys_id to additional info as sn_sys_id:http://<instance_name>/sys_script_include.do?sys_id=0b9aa9725bf35010a8c48473b881c79eThis might be caused either not passing the sys_id in the URL or the connector has this missing configuration. 1. Verify if the event contains the required data (e.g., sn_sys_id in Additional Info) to enable binding to the Default Configuration Item defined on the integration.2. If the event lacks necessary data, consider creating an Event Rule to override default binding behavior by clearing the Node field and using CI Field Matching based on service information in Additional Info.3. Populate fallback binding keys (sn_fallback_binding_ci_id, sn_fallback_binding_ci_name, sn_fallback_binding_ci_type) in the event's Additional Info to specify a CI for binding if standard binding fails.4. Review and adjust the SRMServiceMappingRule event field mapping to ensure it correctly populates sn_fallback_binding_ci_id using the connector instance sys_id from URL parameters. Dev team created a story STRY64261057 to track changes for the event mapping. Meanwhile, As a workaround customer can change the event field mapping on their instance:http://<instance_name>/now/nav/ui/classic/params/target/em_mapping_rule.do%3Fsys_id%3Df3a8edba77eb9a102c0d88d0ac5a999f%26sysparm_record_target%3Dem_mapping_rule%26sysparm_record_row%3D3%26sysparm_record_rows%3D4%26sysparm_record_list%3Devent_ruleISEMPTY%255EnameCONTAINSsrm%255EORDERBYorder 5. Clear the customer_update_xml file to ensure future updates for event field mappings are installed properly.