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 ::  response message :: [OK]
- code issue within ServiceNow
Release : 9.0.2
Component : UIM OPERATOR CONSOLE - ALARM VIEWER
Probe: SDGTW v2.1 (ServiceNow Madrid version)
Engage ServiceNow engineer to resolve issue to review configuration settings are setup correctly on their end.