We are trying to configure sdgtw with ServiceNow. Alarms from the sdgtw are not showing up in ServiceNow.
The sdgtw probe will only create incidents (or events if using sdgtw 2.35 or later) for alarms that are assigned to the user configured in the sdgtw probe, which is 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 a user.
Either manually assign alarms to the required users, or, to automatically assign alarms to user accounts, you can use these steps:
In applying these settings, be sure to check the sdgtw probe techdocs:
Configure General Properties in the sdgtw probe (Broadcom documentation)
Especially check these two parameters:
You can also assign a service desk incident to a particular group depending on the alarm severity:
Configure Field Mapping for the sdgtw probe (Broadcom documentation)
Please also check: Sdgtw: assign alarms to multiple groups using NAS Pre-processing rule (Broadcom KB article)