The Service Desk Gateway probe ('sdgtw') will change the status of Incidents in CA Service Desk to 'Resolved' when an alarm is acknowledged in UIM.
In some environments, some customers may use the Incident status of 'Cancelled'. This means the Incident is inactive (like 'Closed').
For UIM to see 'Cancelled' Incidents, the following configuration is needed:
incident_status_considered_for_alarm_acknowledgement = resolved, closed, cancelled
With this configuration, the sdgtw probe will look for "Resolved", "Closed" and "Cancelled" Incidents that are tied to UIM alarms.
It will then Acknowledge any alarms that are linked to Incidents in UIM.
Next, it will change the status of those Incidents to 'Resolved' (sdgtw configuration parameter: 'incident_resolve_status = Resolved').
However, the desired outcome is that UIM does not change the status of 'Cancelled' Incidents to 'Resolved'
CA Service Desk Manager 14.1, 17.1