SDGTW probe is not closing or updating incidents

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Article ID: 224012

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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

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
 
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

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