Troubleshooting Foundation Data Sync (FDS) Processes: Subscription Activation and Data Synchronization Guidance - Support and Troubleshooting

Troubleshooting Foundation Data Sync (FDS) Processes: Subscription Activation and Data Synchronization Guidance Summary .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: ; } } Foundation data sync (FDS) enables structured, periodic data sharing from provider to consumer instances. It ensures that consumers have access to accurate, up-to-date foundational data from providers, supporting better service delivery, and operational alignment.

FDS is a data synchronization mechanism that enables a provider instance to share foundational data, such as server, hardware, network information with consumer instances on a scheduled cadence daily, weekly, or monthly.

FDS supports all CMDB CI extended tables and the following non-CMDB tables: Asset, User, Group, Location, Company, and Department.

Benefits of FDS

FDS supports the service life cycle by enabling providers to share foundational data with consumers in a structured, automated way. This data transfer provides the essential context for operational workflows, reduces manual effort, and eliminates the need to exchange data through external channels.

Use Case Example A telecom provider, XYZ company, does not own or manage its own servers. Instead, it relies on a third-party infrastructure provider, ABC company. ABC maintains the configuration data for the servers, including hardware specifications and network dependencies.

XYZ needs this data to assign users to the correct servers based on bandwidth requirements. FDS enables ABC to push this data to XYZ regularly, ensuring XYZ has the information it requires to deliver reliable services. In this scenario, ABC is the provider, XYZ is the consumer, and the data flows from ABC to XYZ.

Architecture Process Flow Foundation Data Sync Process Flow:

This features allows provider to send records of specific table and their dependent table to all consumer based on consumer criteria of offering on specific cadence basis via subscription.

Process Flows/Workflows Process Flows for Foundation Data Sync:

1. On the consumer side, IntegrationHub ETL has been utilised to transform CMDB data received through the import set.

2. On the consumer side, Platform provided Transform Map has been utilised to transform non-CMDB data received through the import set.

Troubleshooting Tools Location: All > System Properties

Properties:

sn_sb.log_level: Max level of detail to log and is one of "error", "warn", "info", "debug", "trace", from minimal logging to most detailed logging. Default: info.

sn_sb.logging: Enables or disables logging. Default: false

sn_sb.logged_features: Service Bridge features to log. Value is any combination of "all", "transport", "entitlement", "remotetask", "rrp","remotechoice","authuser", "settings", "transform", "core", "providertask", "scratchpad", "Foundation Sync", "FDS Offering","FDS Subscription", Default: all

Note: errors are always logged to the system properties > errors log, regardless of the settings of these properties.

Note: Some errors are logged into SB Errors. Location: All > Service Bridge for Providers/ Service Bridge for Consumers > Error Logs

Troubleshooting Path/Flow 1. Troubleshooting Onboarding:

Onboarding is awaiting validation for long time. Goto scan-> scan queue. Check if the scan is large or pre-onboarding scan is in queue. wait until the queue clears up2 2. Onboarding is validation failed.

Consumer/provider centre -> check the scan issues. follow the resolution steps and click on validate. onboarding state moves automatically once all issues are cleared up. if any scan is no longer needed, Customer can mute the scan and then scan again. 2. Troubleshooting FDS Request on Provider

Foundation Data Sync Request is created, but subscriptions are not created Check if an active subscription with the same offering already exists. Check if the offering is published. Confirm the Consumer Criteria on the offering Subscriptions and subscription items are created, but subscription is still in draft state even when Auto acknowledge FDS Requests is checked for offering If Auto Acknowledge FDS Requests is enabled on the offering, the request should be auto-acknowledged and a sample payload should be sent successfully. Check data/records in respective table of subscription item with the condition filter applied. If records don't exist, create few valid records Retry sending the sample from the UI action on the subscription form. Subscriptions are in accepted, but not active If Auto Publish Subscription is not checked for Offering, Provider needs to manually Publish/Activate the Subscription Use UI action "Publish" to activate subscription Subscription is active, but still data sync is not happening Need to send initial payload manually Use 'Send Initial Payload' UI action to send initial payload After this, data sync will happen as per subscription cadence 3. Troubleshooting FDS Request on Consumer

Foundation Data Sync Request is created with state 'New', but still subscriptions are not created Check for an outbound transport record in 'sn_transport_queue' table with Action "insert Consumer Offering Request" Creation of subscription requires provider intervention, Once provider acknowledges the FDS request, an inbound transport record with insert subscription will create new Subscription records Subscriptions and subscription items are created, but subscription is still in Awaiting Validation state Check import set is in Loaded state Need to transform import set to validate subscription item, use Transform UI action Check if transform is active, by default it should be inactive. Activate transform Once transform is active, use transform related link on the transform form to transform import set data Transform the import set, if it is successful, import set will be moved to processed state If Transformation fails, check Error work notes on Subscription Item form or in Error Logs of service bridge Subscription is Accepted but not Active Check for an outbound transport record in 'sn_transport_queue' table with Action "update Consumer Subscription" with state 'accept' Activation of Subscription needs provider's intervention Once provider Publishes the FDS subscription, the state will be changed to "Active" Now data sync across instance should work properly Subscription is Active but data sync is not working Once Subscription is being active for the first time, send initial payload should happen manually. 'Send Initial Payload' UI action will be available on the Subscription Form Use the above UI action to send initial payload Once initial payload is sent, a new UI action 'Send Payload Now' will appear. After this, data sync will happen as per subscription cadence Import Set processing failed with error For Non-CMDB tables, transform identifies unique records on outbound and Coalesce fields Confirm Coalesce fields are not empty Check if any transform script exists and verify their correctness For CMDB tables, ETL identifies unique records with the IRE rules Confirm CI identifier exists for the subscription item table and correct columns are selected for IRE For detailed error log, check subscription item work notes that has link of import logs of warning/error occurred during processing Similar error log would have been added to Error Log of Service Bridge All > Service Bridge for Consumers > Error log 4. Troubleshooting Missing CI Identifiers

CI identifiers are not present for selected offering item table Go to CI Class Manager Check Identification Rule for selected table If Identification Rule does not exist already, create new CI identifier with required fields or check with admin for addition of identifiers If Identification Rule exists, check required fields/columns Select at least one valid CI identifier set in outbound field of offering item Related Links .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: ; } } #i0byo4{width:100%;object-fit:fill;object-position:center center;max-width:100%;} #i7b0nf{width:100%;object-fit:fill;object-position:center center;max-width:100%;} #iax87z{width:100%;object-fit:fill;object-position:center center;max-width:100%;} #i3cc4f{width:100%;object-fit:fill;object-position:center center;max-width:100%;} #iki0x{list-style-type:disc;} #iesnl{list-style-position:inside;} #iu3p5l{list-style-position:inside;} #iyz7yl{list-style-type:none;} #iui7xa{list-style-position:inside;} #ikhxkc{list-style-position:inside;} #iaflyk{list-style-type:none;} #iwl912{list-style-position:inside;} #i0mrjy{list-style-type:disc;} #i4mq2p{list-style-type:disc;} #ibae6q{list-style-type:disc;} #i9wlnu{list-style-type:disc;} #imhh8x{list-style-position:inside;} #iejy9a{list-style-type:disc;} #i9ix4c{list-style-type:disc;} #inv3yk{list-style-type:disc;} #if5d2f{list-style-type:disc;} #i2f9i4{list-style-type:disc;} #ib08x6{list-style-position:inside;} #ipvmog{list-style-type:disc;} #icvmi3{list-style-type:disc;} #iqnbgz{list-style-type:disc;} #iscbz3{list-style-type:disc;} #i4s9pg{list-style-position:inside;} #ifmc24{list-style-type:disc;} #itlqst{list-style-type:disc;} #igm9rg{list-style-type:disc;} #ikdszg{list-style-type:disc;} #i2wh7o{list-style-position:inside;} #id7vsl{list-style-position:inside;} #i2y3lf{list-style-type:disc;} #it7gz2{list-style-type:disc;} #i49mzy{list-style-type:disc;} #ied29w{list-style-type:disc;} #i3krbv{list-style-type:disc;} #iqc0tl{list-style-position:inside;} #ihly4m{list-style-type:disc;} #irecva{list-style-type:disc;} #ifa4vn{list-style-type:disc;} #ipqykq{list-style-type:disc;} #ibuljk{list-style-type:disc;} #i8z264{list-style-position:inside;} #i2jjmf{list-style-type:disc;} #iaac7f{list-style-type:disc;} #i2axz7{list-style-type:disc;} #iwb4z4{list-style-type:disc;} #iikwof{list-style-position:inside;} #il6yg6{list-style-type:disc;} #ixgs7f{list-style-position:inside;} #ii4u7o{list-style-type:disc;} #izyt8d{list-style-position:inside;} #i9znyj{list-style-position:inside;} #i4riel{list-style-type:disc;} #ifx3qg{list-style-position:inside;} #iscuyl{list-style-position:inside;} Configure foundation data sync as a provider Configure foundation data sync as a consumer