The sdgtw probe is not acknowledging alarms

Document ID : KB000077722
Last Modified Date : 13/04/2018
Show Technical Document Details
Issue:
The sdgtw log shows it is closing the alarm but the alarm does not get removed from the IM console.
Environment:
sdgtw 1.40
UIM 8.51
Cause:
The probe may not be able to make a call to the nas_api_service registered in the trellis probe.

The sdgtw.log file will show:

Bad Case:
Apr 11 12:37:59:580 [ServiceNow, sdgtw] Incident found for closing [com.ca.integration.normalization.omodel.Incident@2ae166a1]
Apr 11 12:37:59:580 [ServiceNow, sdgtw] Completed executing the filter. Number of records returned – 1
Apr 11 12:37:59:580 [ServiceNow, sdgtw] Closing the alarm with Id - LA96054125-51746 associated with the incidentId b55ca293db9113000be7dc50cf96193b
Apr 11 12:37:59:591 [ServiceNow, sdgtw] user idadministrator
Apr 11 12:37:59:616 [ServiceNow, sdgtw] alarmlist[]
Apr 11 12:37:59:616 [ServiceNow, sdgtw] Clearing the cache for alarm with Id - LA96054125-51746 and incidentId b55ca293db9113000be7dc50cf96193b
Apr 11 12:37:59:617 [ServiceNow, sdgtw] Completed synchronizing the incidents for the MDR with id - ServiceNow from 2018-04-11T12:37:26.984-04:00 to 2018-04-11T12:37:58.306-04:00
Apr 11 12:37:59:617 [ServiceNow, sdgtw] Setting the last synchronized time to 2018-04-11T12:37:58.306-04:00
 
 
Good case:
Apr 12 10:51:41:560 [ServiceNow, sdgtw] Incident found for closing [com.ca.integration.normalization.omodel.Incident@3fd61b1b]
Apr 12 10:51:41:560 [ServiceNow, sdgtw] Completed executing the filter. Number of records returned - 1
Apr 12 10:51:41:560 [ServiceNow, sdgtw] Closing the alarm with Id - JZ74521553-86054 associated with the incidentId 719d5f23db99d3001ba4fabdbf961974
Apr 12 10:51:41:581 [ServiceNow, sdgtw] user idadministrator
Apr 12 10:51:42:870 [ServiceNow, sdgtw] alarmlist[com.nimsoft.events.api.model.Alarm@42e7927d]
Apr 12 10:51:45:948 [ServiceNow, sdgtw] [clearAlarmsForClosedIncidents ()]: Alarms acknowledgment successfully using AlarmService API aId[JZ74521553-86054]
Apr 12 10:51:45:948 [ServiceNow, sdgtw] Clearing the cache for alarm with Id - JZ74521553-86054 and incidentId 719d5f23db99d3001ba4fabdbf961974
Apr 12 10:51:45:948 [ServiceNow, sdgtw] Completed synchronizing the incidents for the MDR with id - ServiceNow from 2018-04-12T10:51:07.032-04:00 to 2018-04-12T10:51:38.998-04:00
 
Resolution:
Deploy the 'nas_api_service' package to the primary hub.
Using the IM console, drag the 'nas_api_service' package to the primary hub.