sdgtw and ServiceNow integration

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

We are trying to configure sdgtw (2.25) with ServiceNow (Quebec). Alarms from the sdgtw is not showing up in ServiceNow.

Environment

Release : 20.3

Component :

Resolution

The sdgtw probe will only create incidents for alarms that are assigned to the user configured in the sdgtw probe (administrator by default).

Activating a connection to the ServiceNow application in the sdgtw probe alone will not cause incidents to be created in ServiceNow, incidents needs to be assigned to an user.

 

You can create service desk rules in the sdgtw configuration, and route based on the "assigned_to" and value, then select the appropriate servicenow profile in the sdgtw configuration.

 

 

You can also assign a service desk incident to a particular group depending on the alarm severity:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/alphabetical-probe-articles/sdgtw-service-desk-gateway/sdgtw-ac-configuration.html#concept.dita_30b49666ec382b3dd5a7a731ecd29d8264f1fa85_ConfigureFieldMapping

Please also check: https://knowledge.broadcom.com/external/article?articleId=134254

 

 

Another option is - using/activating nas Auto Operator profile that assigns alarms to the user configured in the sdgtw probe (Check the sdgtw probe techdocs: https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/alphabetical-probe-articles/sdgtw-service-desk-gateway/sdgtw-ac-configuration.html#concept.dita_30b49666ec382b3dd5a7a731ecd29d8264f1fa85_OptionalConfigureGeneralProperties). Specially check these two:

CA UIM Users for Alarm Processing: specifies the users to whom the alarms are assigned. You can enter multiple users in a comma-delimited list. The probe creates a service desk incident only for alarms that are assigned to a user specified in this list. Leave this option blank to process alarms assigned to any user.

 

Default: administrator

 

CA UIM User for Alarm Assignment: specifies the user to whom the alarm is assigned when the probe is unable to communicate with the service desk, hub, or the alarm server.

 

Default: administrator

 

For the nas Auto-operator profiles, check:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/alphabetical-probe-articles/nas-alarm-server/nas-im-configuration/the-nas-auto-operator-tab.html

This assignment process will depend on how the AO profile is configured. For additional information on user access, check:

https://knowledge.broadcom.com/external/article?articleId=7927