CA UIM (NMS) - Nimsoft Service Desk (NSD) integration is not working.

Document ID : KB000034404
Last Modified Date : 14/02/2018
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Problem:

CA UIM (NMS) - Nimsoft Service Desk (NSD) integration is not working and throwing an error:


Dec 13 22:57:57:933 [Thread-1, nsdgtw] [logAlarm ()]: An error occured while connecting to the database. Underlying exception : com.nimsoft.nimbus.probe.gateway.gatewaybase.db.adapter.exception.ConnectionFailureException: java.sql.SQLException: [SQLITE_ERROR] SQL error or missing database (near "Memory": syntax error)
    at com.nimsoft.nimbus.probe.db.adapter.impl.SQLLiteDatabaseAdapter.add(SQLLiteDatabaseAdapter.java:127)
Caused by: java.sql.SQLException: [SQLITE_ERROR] SQL error or missing database (near "Memory": syntax error)

Resolution:

For NSD tickets to be created you either have to auto-assign (see 'auto-assign alarms by using filters' option in the nsdgtw probe OR have a nas auto Operator rule that assigns them, e.g., to the Service Desk user (_to_service_desk), for it to generate a ticket in NSD.

You configure it in the nas and then configure nsdgtw to do the work.
In other words you can manually assign an alarm to servicedesk, or have it done via auto assignment via the nsdgtw setting, or Auto-Operator rule(s).

As per the attached doc, review the comments/screen shots and make sure you've performed the relevant tasks.

1. WebService, Engine must be an active Contact Record in NSD with a Web Services License

2. For the nsdgtw integration to work correctly, every “Origin” in NMS must have a corresponding Org record in NSD.

The Organization record must be RELATED to the contact record ‘WebService, Engine’ in NSD.

***NOTE: If you have more than one ‘Origin’ in your NMS, then you should have that many matching Org records in NSD and every Org Record must be related to the “WebService, Engine” contact record in NSD.

Possible errors:

Error Code 301: An unexpected error occurred during data-validation of the request parameters passed during invocation of the web service: {0}.{1}. This message indicates following possibilities:

? Requester Name or Requester Organization is incorrect
? Alarm Field and Service Desk field mapping is incorrect

To resolve the error make sure that following information is correctly provided

? Ensure that correct Requester Name is provided.
? Ensure that the value for variable $alarm.origin of Requester Organization is correctly provided.
? Ensure that the Alarm fields provide the value expected in Service Desk fields.

Attachments:

File Attachments:
TEC000003821.zip