ServiceNow Incident not getting created from Alarm (4293791)

The ServiceNow Integration has been configured with the correct information.

Looking up Person or Group works normally.

When Alarms fire for a configured service, the Incident is not created in ServiceNow.

The FMS (Management Server) log has the following error messages continuously:

ERROR   [EventPublisher-0] com.quest.foglight.integration.servicenow.synchronization.AlarmEventListener - error to handle alarm event
java.lang.NullPointerException
        at com.quest.foglight.integration.servicenow.synchronization.AlarmEventListener.process(AlarmEventListener.java:50)
        at com.quest.nitro.service.event.EventService$EventNotifier.run(EventService.java:299)
        at com.quest.nitro.service.event.EventPublisher.doWork(EventPublisher.java:256)
        at com.quest.nitro.service.event.EventPublisher.access$100(EventPublisher.java:47)
        at com.quest.nitro.service.event.EventPublisher$1.run(EventPublisher.java:107)
        at java.lang.Thread.run(Thread.java:750)

ERROR [pool-16-thread-1] com.quest.foglight.integration.servicenow.synchronization.SynchronizationJobExecuter - SynchronizationJob Fail
        java.lang.StringIndexOutOfBoundsException: String index out of range: -1
        at java.lang.String.substring(String.java:1967)
        at com.quest.foglight.integration.servicenow.synchronization.IncidentSynJob.getServerURL(IncidentSynJob.java:129)
        at com.quest.foglight.integration.servicenow.synchronization.IncidentSynJob.createIncidentJsonObject(IncidentSynJob.java:51)
        at com.quest.foglight.integration.servicenow.synchronization.SynchronizationJobExecuter.doTheJob(SynchronizationJobExecuter.java:63)
        at com.quest.foglight.integration.servicenow.synchronization.SynchronizationJobExecuter.access$000(SynchronizationJobExecuter.java:11)
        at com.quest.foglight.integration.servicenow.synchronization.SynchronizationJobExecuter$1.run(SynchronizationJobExecuter.java:41)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
        at java.lang.Thread.run(Thread.java:750)

WORKAROUND

1. Edit server.config in [FMS_HOME]/config
2. Add -Dfoglight.alarm.notification.use.wcf.url=true to an unused server.vm.optionX parameters (see example below)
3. Restart the FMS service or daemon to apply changes.

Example:

server.vm.option2 = "-Dfoglight.alarm.notification.use.wcf.url=true";

STATUS

This issue was logged as FOG-6036. Waiting for fix in a future release of the Foglight Management Server.