Incident numbers are not generating in UIM due to ServiceNow configuration

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Article ID: 210610

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Updated On:

Products

DX Infrastructure Management CA Unified Infrastructure Management for z Systems CA Unified Infrastructure Management On-Premise (Nimsoft / UIM) CA Unified Infrastructure Management SaaS (Nimsoft / UIM)

Issue/Introduction

After recent upgrade to UIM 9.0.2, UIM stopped populating incident numbers from Service Now. Under column named custom 1, I have highlighted in yellow where the missing incident numbers should have populated on the image below.

SDGTW probe logs show tickets being sent with no error messages.

SDGTW Probe Logs:

Mar 11 07:36:44:120 [ServiceNow, sdgtw] MDR ID is ServiceNow
Mar 11 07:36:44:120 [ServiceNow, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:KKK filter=%creationUserID%ca.uim%updatedByUserID11T&display=id,status&$lastIndex=100&startIndex=0 :: ServiceNow
Mar 11 07:36:44:509 [ServiceNow, sdgtw] responseCode :: [200] response message :: [OK]

Cause

- code issue within ServiceNow

Environment

Release : 9.0.2

Component : UIM OPERATOR CONSOLE - ALARM VIEWER

Probe: SDGTW v2.1 (ServiceNow Madrid version)

Resolution

Engage ServiceNow engineer to resolve issue to review configuration settings are setup correctly on their end.

Attachments