Alarms are created correctly in DX OI, same as ServiceNow tickets however UIM Alarms Custom 1 field is not getting updated with the respective ServiceNow tickets.
The problem started after the UIM upgrade to 20.3.3
Troubleshooting step taken:
1) Go to Master node
2) Obtain the doi-integrationgateway name
kubectl get pods -n<namespace> | grep gateway
apmservices-gateway-001-d76fdb87f-9rnj6 1/1 Running 0 27h
doi-integrationgateway-56668d6959-cq228 1/1 Running 0 27h
3) Check the logs
kubectl logs <doi-integrationgatewy-pod-name> -n<namespace>
2022-02-03 15:06:16,699 [http-nio-8080-exec-1] ERROR c.c.i.s.
DX OI 20.x/21.x
1.Go to DX OI > Settings > Southbound Gateway
2. Select UIM
3. If this is onpremise setup (20.x/21/x): Turn off IM SaaS,
Here is a screenshot of the setting that you need to turn off.
IMPORTANT: there is a defect in the UI and must always turn off this setting if you need to make a change on any of the fields.
4.. Update Ticket Attribute from custom_1 to custom1 as below: