NimSoft Not Generating ServiceNow Incidents

Document ID : KB000098963
Last Modified Date : 07/06/2018
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Issue:
ServiceNow Incidents stop being generated by the sngtw probe. This seems to be happening once every 48 hours or so. Although a simple restart of the service fixes the issue it s very inconveniencing and impact our Global Noc and Help-desk.

Also seeing errors similar to the following in the sngtw.log file at loglevel 5:

May 31 16:33:22:252 [Thread-143, sngtw] Start to find out the value of [u_mon_id] Node
May 31 16:33:22:260 [Thread-143, sngtw] com.sun.org.apache.xerces.internal.impl.io.MalformedByteSequenceException: Invalid byte 2 of 3-byte UTF-8 sequence.
Environment:
UIM 8.51
sngtw:  2.22
Cause:
The sngtw probe will not work in the UIM 8.51 environment using the 1.8 java_jre that is deployed in this environment unless a change is made to configure the sngtw probe to use the 1.7 java_jre.

The UTF-8 errors occur because the probe has a problem reading UTF 8 messages.

 
Resolution:
You must update the probe configuration to load JRE 7 when using this probe in a UIM 8.51 domain where the 1.8 java jre has been pushed to the hub where the sngtw probe is deployed.  This is accomplished by following these steps:

1.  Open Infrastructure Manager.
2.  Right click on the sngtw probe, and click Edit.
3.  Modify the value of the Command field to: <startup java 1.7>
4.  Click OK and restart the probe.

To allow the sngtw probe to be able to read UTF-8 messages, follow these steps:

1.  From Infrastructure Manger, select the sngtw probe -> Right click ->Edit...
2.  Replace the Arguments value with :

-DNIMV_CONTIP=$NIMV_CONTIP -DNIMCPRID=$NIMCPRID -DNIM_PROBE_KEY=$NIM_PROBE_KEY -DNIMPROBEPORT=$NIMPROBEPORT -DNIM_CONTROLLER_PORT=$NIM_CONTROLLER_PORT -DNIM_SPOOLER_PORT=$NIM_SPOOLER_PORT -Dfile.encoding=utf-8 -cp "./*;lib/*" com.nimsoft.nimbus.probe.alarmgateway.SnGtw

3.  To implement this change, you will need to deactivate the probe then activate it again.
Additional Information:
https://docops.ca.com/ca-unified-infrastructure-management-probes/ga/en/alphabetical-probe-articles/sngtw-servicenow-gateway/sngtw-troubleshooting#sngtwTroubleshooting-sngtwProbeFailstoCreateTicketsinServiceNow