Error creating Incident in CA SDM using sdgtw probe

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

Ticket creation in Servicedesk fails with following error message:

mar 26 18:41:19:000 [pool-20-thread-2, sdgtw] :: Going to get output stream on this connection :: mar 26 18:41:19:896 [pool-20-thread-2, sdgtw] responseCode :: [500] response message :: [Internal Server Error] mar 26 18:41:19:897 [pool-20-thread-2, sdgtw] Error while calling the createIncident for Alarm [FL47353168-26383] java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"A bad parameter was passed to a method. This error occurs if a required parameter is missing, the wrong type was passed, or an invalid value was used.","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}} at com.ca.integration.normalization.client.HttpRequestHandler.parseResponse(HttpRequestHandler.java:182) at com.ca.integration.normalization.client.HttpRequestHandler.submit(HttpRequestHandler.java:93) at com.ca.integration.normalization.client.HttpRequestHandler.post(HttpRequestHandler.java:75) at com.ca.integration.normalization.client.NIMRestClient.create(NIMRestClient.java:105) at com.ca.integration.normalization.client.NIMRestClient.createIncident(NIMRestClient.java:222) at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.processAlarmEvent(AlarmEventProcessor.java:227) at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.run(AlarmEventProcessor.java:116) at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617) at java.lang.Thread.run(Thread.java:745)

Environment

• UIM is 8.51
• SDM is 14.1
• sdgtw is 2.1

Resolution

This might occur if the mandatory fields in SDM are more than those passed by the probe (Field Mapping in sdgtw).

For instance you may need to map a category for the incident to be logged successfully in SDM

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Creating service

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Using end point URL : http://175.45.176.212:8090/axis/services/USD_R11_WebService for service : USD_WebService

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Creating dispatch

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Finished refreshing the service and dispatch

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] TRACE sdm.CASDMWebService: SOAP Request to follow...

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] TRACE sdm.CASDMWebService: <?xml version="1.0" encoding="UTF-8" standalone="no"?>

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">

<SOAP-ENV:Header/>

<SOAP-ENV:Body>

<createRequest xmlns="http://www.ca.com/UnicenterServicePlus/ServiceDesk">

<sid>****</sid>

<creatorHandle/>

<attrVals>

<string>summary</string>

<string>Average (2 samples) disk free on C:\ is now 7%, which is below the warning threshold (10%) out of total size 54.9 GB</string>

<string>severity</string>

<string>3</string>

<string>urgency</string>

<string>3</string>

<string>affected_resource</string>

<string>10.166.129.50</string>

<string>impact</string>

<string>3</string>

<string>description</string>

<string>Message: Average (2 samples) disk free on C:\ is now 7%, which is below the warning threshold (10%) out of total size 54.9 GB  AlarmID: OO45424925-46353  Origin: PGSUIM_PRM  SubSystem: Disk</string>

<string>priority</string>

<string>1</string>

<string>group</string>

<string>cnt:90B215C1D8789D4FABEE1645CEF3D6EE</string>

<string>customer</string>

<string>cnt:A61F9272D5372142AA50BC1BAF33B4BF</string>

<string>type</string>

<string>I</string>

</attrVals>

<propertyValues>

<string/>

</propertyValues>

<template/>

<attributes>

<string>close_date</string>

<string>description</string>

<string>resolution_method.persistent_id</string>

<string>group.persistent_id</string>

<string>ref_num</string>

<string>urgency</string>

<string>resolution_code.persistent_id</string>

<string>web_url</string>

<string>persistent_id</string>

<string>call_back_date</string>

<string>severity</string>

<string>assignee.persistent_id</string>

<string>affected_resource.persistent_id</string>

<string>impact</string>

<string>affected_service.persistent_id</string>

<string>last_mod_dt</string>

<string>last_mod_by.persistent_id</string>

<string>priority</string>

<string>base_template.template_name.persistent_id</string>

<string>log_agent.persistent_id</string>

<string>summary</string>

<string>open_date</string>

<string>category.persistent_id</string>

<string>customer.persistent_id</string>

<string>status</string>

<string>resolve_date</string>

</attributes>

<newRequestHandle/>

<newRequestNumber/>

</createRequest>

</SOAP-ENV:Body>

</SOAP-ENV:Envelope>