Sdgtw probe - new SD tickets created

Document ID : KB000016386
Last Modified Date : 14/02/2018
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Introduction:

Using Auto close and auto update in SD gateway probe, every time an alarm is updated a new ticket is created in SD?

Is there the possibility that a ticket will be updated instead of being closed and create a new ticket?

 

Question:

Why, using Auto close and auto update in SD gateway probe, every time an alarm is updated a new ticket is created on the Serve Desk side?

Environment:
UIM 8.51 SDGTW 1.40 Servce Desk 14.1
Answer:

No it is not possible because UIM considers the updated alarm a new alarm, so a new ticket is created on the service desk side