Sdgtw probe - new SD tickets created

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

Using Auto close and auto update in SD gateway probe, every time an alarm is updated a new ticket is created in SD?

Is there the possibility that a ticket will be updated instead of being closed and create a new ticket?

 

Why, using Auto close and auto update in SD gateway probe, every time an alarm is updated a new ticket is created on the Serve Desk side?

Environment

UIM 8.51 SDGTW 1.40 Servce Desk 14.1

Resolution

No it is not possible because UIM considers the updated alarm a new alarm, so a new ticket is created on the service desk side