sdgtw passes cmdb_ci as sys_id and not name to create incident call to ServiceNow

Article Id: 131853

Status: Published

Updated On: 07-05-2019 11:37

Products:

DX Infrastructure Management , NIMSOFT PROBES

Issue/Introduction:

sdgtw passes cmdb_ci as sys_id and not name to create an incident call to ServiceNow

Environment:

UIM 8.51 sp1
sdgtw 2.10

Resolution:

This is by design.
The "sdgtw" probe caches a list of CIs from ServiceNow on startup.
If it finds a match, then it will pass the "sys_id" of that CI in ServiceNow to the create incident call.
If it does not find a match, it will pass the string for the CI name (alarm source or hostname).