Alarms not updating in BMC Remedy IT Service Management using sdgtw probe

Document ID : KB000004709
Last Modified Date : 14/02/2018
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Issue:

The check box for "New Incident on Severity Change" is not checked in sdgtw, but alarm updates in UIM are not being sent to BMC Remedy IT Service Management when z10_Details is one of the mapped fields.  The z10_Deatils field is used by the BMC Remedy ticketing system to create a Work Information record for an incident.

Environment:
UIM 8.4 or later with sdgtw probe version 1.10
Cause:

The z10_Details field is the only "required" field when creating an incident in BMC Remedy in order to create a Work Information record.  When updating the Work Information record in BMC Remedy, the following 3 fields are also required:

  • z1D_Activity_Type : Work_Info_Type - Optional for creating work information. Defaults to General Information if left null.
  • z1D_Secure_Log : Work_Info_Locked : Optional for creating work information. Defaults to No if left null.
  • z1D_View_Access : Work_Info_View_Access : Optional for creating work information. Defaults to Internal if left null.
Resolution:

If Work Information records are to be created/maintained in BMC Remedy, then the following 4 fields must be mapped in the sdgtw probe with the desired values to be used when creating/updating incidents:

  • z1D_Details
  • z1D_Activity_Type
  • z1D_Secure_Log
  • z1D_View_Access