set sn_customized_status is not closing alarms in UIM

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

Configured a custom status entry using sn_customized_status, but the alarms are not getting close on the UIM side when closed in SNow.

Environment

Release : 20.3

Component : UIM - SDGTW

Resolution

The problem was related to how the entries were put in with spacing. 

example:

This is working now after we changed:

sn_customized_status = Open = 1, In Queue = -5, Work in progress = 2, Closed Complete = 3, Closed Incomplete = 4, Closed Skipped = 7, Pending 3rd Party = -4

to:

sn_customized_status = Open=1,In Queue=-5,Work in progress=2,Closed Complete=3,Closed Incomplete=4,Closed Skipped=7,Pending 3rd Party=-4

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/monitoring/extensibility-and-integrations/sdgtw-service-desk-gateway/sdgtw-ac-configuration.html