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snc_siam_audit

SIAM Audits

v3.24.0

This feature allows you to see SIAM messages related to your instance as they go through the various steps of processing in MBS after they leave your instance and go to the SIAM provider and vice versa. This can be useful when messages are not making it to the SIAM provider or client (ServiceNow) so you can see if records are making it through MBS or if there were errors along the way preventing further processing.

For every action in ServiceNow (such as creating a new incident or updating a current one) to a record that sends out a SIAM message to a provider, a unique “Message ID” will be created so you can track the progress of the message as it goes through MBS to your provider. This Message ID will generally be made up of the record's sys_id followed by a “-” and then the epoch timestamp in milliseconds. For example “9d385017c611228701d22104cc95c371-1500016234060”. If the record's sys_id cannot be determined, a unique autogenerated ID will be created.

After installing the SIAM base update set, new SIAM Audit tables will be created to hold this audit data. A “SIAM Audits” module will be placed under the Perspectium > Control and Configuration section to allow you to view the audit data:

SIAM audit data is saved in two different tables in ServiceNow. The “PSP SIAM Audit Summary” table provides a higher level summary view of each Message ID where one record in the table will be updated with each transition of the message as it goes through MBS to your provider.

The “PSP SIAM Audit” table will display the entire audit trail with one record indicating one transition a message makes. So this table will have multiple messages for a unique Message ID, allowing you to see in detail the steps a message goes through to get to the provider.

Clicking on this module will open up a summary view of audits for your instance's SIAM messages:


This view will display a summary record for each message ID that is updated with the latest information in regards to the referenced message. For detailed information about the message as it goes through MBS to your provider, open up a summary record to view its form where you will see a related list that display further details on the audit trail:

Records are populated using the Refresh Data button or Scheduled job as mentioned below. These actions will look for all active SIAM shared queues and query each SIAM queue's respective MBS for audit tables that are related to the SIAM provider you are integration with your instance to get the latest audit records.

Because ServiceNow only saves timestamps down to the second level and MBS can process records down to the millisecond level, a “Message Timestamp” column is provided that shows the events in epoch timestamps so you can sort by this column to provide a more accurate ordering of events.

Refresh Data

Clicking the “Refresh Data” button will refresh the list by calling to MBS to request new SIAM audits for your instance for the past seven days. This option will only add new records and not duplicate audit records already saved in your instance.

Scheduled Job

A scheduled job “XPerspectium Refresh SIAM Audits scheduled job” is provided that will do the same action as “Refresh Data”. This job is set to run every five minutes but is defaulted to inactive (with the name having “X” at the beginning) so it isn't enabled when a Perspectium update set is installed and Finish Install is selected as this feature requires MBS to be v3.23.0 as well. Please check with support@perspectium.com to verify the MBS setup for your SIAM integration supports this service before enabling this scheduled job.

Because the SIAM Audit tables are related to the task table through the “Client Entity ID” field, you can add as a related list on the Incident table to see an incident's SIAM audits:

Add the “PSP SIAM Audit Summary→Client Entity ID” related list if you want the summary (one record) view of SIAM messages related to this incident. For more detailed view of the audit trail where you can see a record for every transition one particular message (and its unique Message ID) makes through MBS to the provider, add the “PSP SIAM Audit→Client Entity ID” related list.

Table Rotation

To keep all audit data in the instance while not affecting performance, the ServiceNow tables that holds the SIAM audit data are setup to be rotated every 30 days.

snc_siam_audit.txt · Last modified: 2017/07/14 00:50 by paul