Closing Service Desk or Service Now tickets don't acknowledge alarm

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Article ID: 125518

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Updated On:

Products

DX Infrastructure Management NIMSOFT PROBES

Issue/Introduction



In a UIM - CASDM integration using sdgtw probe, when closing a ticket in Service Desk, the alarms is not acknowledged in UIM.

Environment

UIM 9.02
CASDM 17.2
sdgtw 2.0

Resolution

Please do the following:

* deploy 'alarm_routing_service' 10.20 to the Primary Hub
* deactivate and activate both trelis and sdgtw probes

This should resolve the issue.