Unexpected Incident updates with sdgtw probe

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Article ID: 129109

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Updated On:

Products

DX Infrastructure Management NIMSOFT PROBES

Issue/Introduction

We have UIM 8.5.1 integrated with the CA Service Desk 17 through the sdgtw probe.

After an Incident is created in Service Desk and the alert severity changes (decreases or increases), the integration user makes an update on the already opened ticket, even escalating the tickets Priority.

How can we prevent this from happening?

Environment

Release:
Component: UIMSDG

Resolution

In the hub where the sdgtw probe is running you should open the hub probe GUI, navigate to the Queues tab and find the tickets queue. Now you should edit this queue and the only subject that should be listed is alarm_assign.

This way the sdgtw probe will only listen to alarm_assing and will not make any subsequent changes to existing incidents in Service Desk.