UIM sdgtw probe is not attaching to its 'tickets' queue

Document ID : KB000107868
Last Modified Date : 27/07/2018
Show Technical Document Details
Issue:
The UIM sdgtw probe is no longer attaching to the tickets queue and the queue status stays yellow. 
Resolution:
This is a result of the sdgtw failing to connect to the service desk application to test. Go to the sdgtw Configure GUI, select the service desk application, from Actions run Validate Connection. 

Ensure the profile is enabled, the service desk application is running and accessible, and all the parameters correct. 
Additional Information:
The sdgtw log shows:
Jul 23 08:01:30:808 [Thread-53, sdgtw] ServiceDesk mdr_id :cdmCASDM
Jul 23 08:01:37:861 [Thread-53, sdgtw] Exception in making the connection to MDR:java.lang.NullPointerException
    at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.initiateAlarmSynchronizer(SDGtwProbe.java:270)
    at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.initializeAndConfigureNim(SDGtwProbe.java:170)
    at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.access$000(SDGtwProbe.java:68)
    at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe$1.run(SDGtwProbe.java:130)
    at java.lang.Thread.run(Thread.java:745)

Jul 23 08:01:37:861 [Thread-53, sdgtw] Done with cdmCASDM

Jul 23 08:01:37:866 [Thread-53, sdgtw] Queue is NOT SUBSCRIBED as there is no valid Service Desk connection. Please check Service Desk connection details or configure service desk(s)