UIM Alarms Are Not Being Closed When the Corresponding Service Desk Incident Ticket is Resolved or Closed

Document ID : KB000121571
Last Modified Date : 22/02/2019
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Issue:
The sdgtw probe is configured to close UIM alarms when the corresponding Service Desk incident ticket is closed or resolved but some UIM alarms are not being closed.  From the sdgtw.log file at loglevel 5 will see messages similar to the following recorded when this occurs:

[ServiceNow, sdgtw] responseCode :: [200] response messege :: [OK]
[ServiceNow, sdgtw] Incident found for closing [com.ca.integration.normalization.omodel.Incident@f3ac9f0]
[ServiceNow, sdgtw] Completed executing the filter. Number of records returned - 1
[ServiceNow, sdgtw] Ignoring the incidentId '13dfd5e1db316300a7167fc88c9619d8' as it is not associated with any Alarm.
Environment:
UIM 8.51
sdgtw - any version
Cause:
A nas Auto Operator profile was overwriting the configured UIM alarm custom_N field configured in the sdgtw probe for the CA UIM Alarm Field for Incident ID.  This field contains information required by the sdgtw probe in $[Service Desk connection profile name]$[incident ID or SysID]$[severity]$[reference number] format.
.
Resolution:
Modify the nas Auto Operator to stop if from updating the custom_N field configured in the sdgtw probe for the CA UIM Alarm Field for Incident ID