sdgtw failing to query for alarms/incidents in HP Service Manager

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Article ID: 220663

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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) NIMSOFT PROBES

Issue/Introduction

After successfully connecting the sdgtw probe to our HP Service Manager instance, the probe is failing to query for incidents that it may have opened.  It also appears that the update.time parameter is not being passed when querying.

sdgtw query error:

5352( 8448) 07/16/2021 14:14:52 RTE E Error: SQL State: 42000-4145 Message: [Microsoft][SQL Server Native Client 11.0][SQL Server]An expression of non-boolean type specified in a context where a condition is expected, near ')'.
5352( 8448) 07/16/2021 14:14:52 RTE I Row Number = 1, Column number = -1
5352( 8448) 07/16/2021 14:14:52 RTE E Error: SQL State: 42000-11501 Message: [Microsoft][SQL Server Native Client 11.0][SQL Server]The batch could not be analyzed because of compile errors.
5352( 8448) 07/16/2021 14:14:52 RTE I Row Number = 1, Column number = -1
5352( 8448) 07/16/2021 14:14:52 RTE E API=SQLNumResultCols [in _describe], Statement=SELECT m1."NUMBER" FROM PROBSUMMARYM1 m1 WHERE ((m1."OPENED_BY"=? and m1."UPDATED_BY" <> ? and (m1."PROBLEM_STATUS"=? or m1."PROBLEM_STATUS"=?) and m1."UPDATE_TIME")) ORDER BY m1."NUMBER" ASC
5352( 8448) 07/16/2021 14:14:52 JRTE I Termination signal: 0
5352( 8448) 07/16/2021 14:14:52 RTE I -Memory : S(4656024) O(1356788) MAX(6300012) - MALLOC's Total(426869)
5352( 8448) 07/16/2021 14:14:52 RTE I Thread termination in progress
5352( 8448) 07/16/2021 14:14:52 RTE I User xxxxxx has logged out and freed a Named license ( 2 out of a maximum 10 )
5352( 8448) 07/16/2021 14:14:52 RTE I Undisplayed message:Additional errors have been written to the log. Contact your system administrator
5352( 8448) 07/16/2021 14:14:52 RTE I Undisplayed message:SQL State: 42000-11501 Message: [Microsoft][SQL Server Native Client 11.0][SQL Server]The batch could not be analyzed because of compile errors.
5352( 8448) 07/16/2021 14:14:52 RTE I Undisplayed message:SQL State: 42000-4145 Message: [Microsoft][SQL Server Native Client 11.0][SQL Server]An expression of non-boolean type specified in a context where a condition is expected, near ')'.
5352( 8448) 07/16/2021 14:14:52 RTE I Thread termination cleanup complete. Thread was active for 0 days,00:00:01. Threads remaining: 0 of 50

Environment

Release : 20.3

Component : UIM - SDGTW

Resolution

1. Configure the sdgtw probe via Admin Console

2. Set auto_close_alarm parameter to false (from true which is the default), so that when the incident is raised in HPSM it doesnt try to auto close the ticket.

Auto Close Alarm: enables the probe to acknowledge an alarm when the corresponding incident is closed in the service desk application. The incident can be closed or resolved by any user except the one who created the incident.