Fortinet Document Library

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Table of Contents

Troubleshooting

Error messages in the FortiManager Integration App GUI and in the ServiceNow Application Logs indicate the problem and usually includes recommendations to correct the issue.

Connection issues

To troubleshoot connection issues between FortiManager and the FortiManager Integration App:
  1. In FortiManager, go to System Settings > Admin > Administrators.
    1. Click the account used for integration with the FortiManager Integration App and check that settings are correct.

      See Setting Up FortiManager.

  2. Check that you have set up JSON-RPC permission correctly.

    See Setting Up FortiManager.

  3. Go to the FortiManager Integration App System Properties.
    1. Check that the connection settings are correct, especially the domain name, port number, ADOMs, and API credentials.

      See Configuring the FortiManager Integration App.

      If connection settings are incorrect, the app displays an error message when you click Save.

    2. Check that you are using a supported version.

Other issues

Issue

Possible solutions

Cannot update FortiManager System Properties

Check that your account has x_forti_fmgintg.fmg_system_property_write permission.

Cannot see FortiManager scripts in GUI selection menu

Check that the script prefix is set correctly.

Cannot see devices for a Policy Package script

Check that the devices are in the FortiManager Installation Targets for the selected Policy Package.

To view log message errors, go to ServiceNow, click All applications and search for System Log. Then select Application Logs.

In the App Log pane, check for errors. You can filter by keywords to search for messages.

Performance considerations

The following values have been tested. Higher values might work but have not been tested.

Maximum ADOMs

5

Maximum FortiGates per ADOM

100

Maximum policy packages per ADOM

20

Maximum installation targets per policy package

100

Maximum objects per ADOM

20 schedules, 100 services, 800 addresses, 80 interfaces

Troubleshooting

Error messages in the FortiManager Integration App GUI and in the ServiceNow Application Logs indicate the problem and usually includes recommendations to correct the issue.

Connection issues

To troubleshoot connection issues between FortiManager and the FortiManager Integration App:
  1. In FortiManager, go to System Settings > Admin > Administrators.
    1. Click the account used for integration with the FortiManager Integration App and check that settings are correct.

      See Setting Up FortiManager.

  2. Check that you have set up JSON-RPC permission correctly.

    See Setting Up FortiManager.

  3. Go to the FortiManager Integration App System Properties.
    1. Check that the connection settings are correct, especially the domain name, port number, ADOMs, and API credentials.

      See Configuring the FortiManager Integration App.

      If connection settings are incorrect, the app displays an error message when you click Save.

    2. Check that you are using a supported version.

Other issues

Issue

Possible solutions

Cannot update FortiManager System Properties

Check that your account has x_forti_fmgintg.fmg_system_property_write permission.

Cannot see FortiManager scripts in GUI selection menu

Check that the script prefix is set correctly.

Cannot see devices for a Policy Package script

Check that the devices are in the FortiManager Installation Targets for the selected Policy Package.

To view log message errors, go to ServiceNow, click All applications and search for System Log. Then select Application Logs.

In the App Log pane, check for errors. You can filter by keywords to search for messages.

Performance considerations

The following values have been tested. Higher values might work but have not been tested.

Maximum ADOMs

5

Maximum FortiGates per ADOM

100

Maximum policy packages per ADOM

20

Maximum installation targets per policy package

100

Maximum objects per ADOM

20 schedules, 100 services, 800 addresses, 80 interfaces