SDGTW probe is not closing or updating incidents

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• Unified Infrastructure Management for Mainframe
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)

Issue/Introduction

The sdgtw probe is opening incidents correctly, but does not update or close any incident.

Errors in the sdgtw.log:

Event Close:

For Alarm: EH20975380-26234 = CASDM$cr:48074816$warning$2518395

Sep 01 15:25:24:421 [pool-7-thread-1, sdgtw] Closing the Incident associated with alarm: EH20975380-26234
Sep 01 15:25:24:421 [pool-7-thread-1, sdgtw] Processing Alarm Close Event
Sep 01 15:25:24:535 [pool-7-thread-1, sdgtw] Exception in closing/resolving the incident with id cr:48074816. Details - (4) not found, Received status (4) on response (for sendRcv) for cmd = 'transaction_list' name = 'null'

Event Update:

Sep 01 14:14:09:513 [attach_clientsession, sdgtw] The Update Alarm Event will not be processed for alarm :SI27512662-19991with the Ticket Details :
Sep 01 14:14:09:513 [attach_clientsession, sdgtw] subject..alarm_update

Environment

• Release : 20.3
• Component : UIM - SDGTW
• DX IM version: 20.3.3
• sdgtw v2.24

Resolution

1. How to switch back from using EMS to using NAS again

https://knowledge.broadcom.com/external/article?articleId=199273

 

The Article above resolved the failure to close incidents.

 

2. The incidentid_field was blank in the sdgtw.cfg.

 

For Incident update to work properly this field should be set with one of the alarm custom field values, e.g., custom_5.

 

Set this field and test again.

 

For example,

 

Incidents were then updated as a result.

Additional Information

sdgtw AC configuration

See doc section-> (Optional) Configure General Properties-> CA UIM Alarm Field for Incident ID