After upgrade to 8.5.1 SNGTW 2.21 fails to create tickets in Service Now

Document ID : KB000006637
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

After upgrading to UIM 8.51 sngtw probe stops processing tickets.  The following exception may be observed in the sngtw log file:

 

Apr 20 12:40:42:121 [attach_clientsession, sngtw] [Incident.createIncident ()]: Finally, soap request for create incident is [<SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:m="http://www.service-now.com/incident" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"> 

Apr 20 12:40:42:121 [attach_clientsession, sngtw] [Incident.executeServerRequest ()]: Username provided: xxxxxxxxxx 

Apr 20 12:40:42:121 [attach_clientsession, sngtw] Password provided: ****** 

Apr 20 12:40:42:121 [attach_clientsession, sngtw] [Incident.createIncident ()]: Unkown error occurred while creating the ticket. Underlying exception: 

Apr 20 12:40:42:121 [attach_clientsession, sngtw] java.lang.IllegalArgumentException: Illegal character(s) in message header field: [Incident.executeServerRequest ()]: Authorization 

at sun.net.www.protocol.http.HttpURLConnection.checkMessageHeader(HttpURLConnection.java:489) 

at sun.net.www.protocol.http.HttpURLConnection.isExternalMessageHeaderAllowed(HttpURLConnection.java:459) 

at sun.net.www.protocol.http.HttpURLConnection.setRequestProperty(HttpURLConnection.java:3018) 

at sun.net.www.protocol.https.HttpsURLConnectionImpl.setRequestProperty(HttpsURLConnectionImpl.java:316) 

at com.nimsoft.nimbus.probe.alarmgateway.Incident.executeServerRequest(Incident.java:588)

at com.nimsoft.nimbus.probe.alarmgateway.Incident.getSoapResponseCallBack(Incident.java:659) 

at com.nimsoft.nimbus.probe.alarmgateway.Incident.createIncident(Incident.java:262) 

at com.nimsoft.nimbus.probe.alarmgateway.SnGtw.publish(SnGtw.java:384) 

at com.nimsoft.nimbus.probe.gateway.gatewaybase.Probe.hubpostCallback(Probe.java:724) 

at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) 

at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) 

at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) 

at java.lang.reflect.Method.invoke(Method.java:498) 

at com.nimsoft.nimbus.NimSubscribe.callbackProxy(NimSubscribe.java:330) 

at com.nimsoft.nimbus.NimServerSession$ThreadClient.run(NimServerSession.java:192) 

Apr 20 12:40:42:121 [attach_clientsession, sngtw] [SnGtw.publish ()] Failed to create a ticket for the alarm YE12321565-73602. Underlying exception : 

Apr 20 12:40:42:122 [attach_clientsession, sngtw] [SnGtw.handleTicketCreationFailure ()]: Unassigning alarm : YE12321565-73602

 

 

 

Cause:

This issue is due to the fact that UIM 8.51 includes Java Runtime Environment (JRE) version 8 and the sngtw probe has not been updated to support JRE 8.

Resolution:

An updated version of the probe is being developed to support JRE 8.  In the meantime, there are two current ways to resolve this issue.

  1. A beta version of sngtw 2.22 is available from support
  2. Alter the startup parameter of the existing 2.21 probe to use JRE 7

To update the probe configuration to load JRE 7, perform the following steps

1.  Open Infrastructure Manager

2. Right click on the sngtw probe

3. Click Edit

4. Change the Command field to read the following:

<startup java 1.7>

5. After clicking OK you may now restart the probe