sdgtw probe - not able to create tickets through ServiceNow or CASDM - get error: "Invalid User serviceUser ! please assign the alarm to a valid user"

Document ID : KB000007927
Last Modified Date : 14/02/2018
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After configuring the 'sdgtw' probe, tickets are not getting created in CASDM or ServiceNow.

The 'sdgtw.log' file shows this error:

Sep 05 09:44:07:182 [attach_clientsession, sdgtw] Invalid User ! pelase assign the alarm to a valid user 


sdgtw 1.40nas 8.42UIM 8.5.1CA Service Desk Manager 14.1, 17.0ServiceNow Release: Istanbul

The 'nas' probe has an auto operator assigning alarms to as user called: ''.

This user does not have adequate permissions in order for UIM to assign alarms to it.


Assign the 'administrator' Access Control List to the user by going to the IM Console > "Security" menu > "User Administration" > Edit user (as shown in Figure 1).

Figure 1:


Additional Information:

sdgtw Probe Documentation

nas Probe Documentation and Auto Operator Rules