DX OI - UIM Alarms Custom 1 field not getting updated after UIM upgrade to 20.3.3

Products

• DX Operational Intelligence

Issue/Introduction

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

Environment

DX OI 20.x/21.x

Cause

Troubleshooting step taken:

1) Go to Master node

2) Obtain the doi-integrationgateway name

kubectl get pods -n<namespace> | grep gateway

ouput example:

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.IntegrationGatewayService - Error occured while updating Alarm : ZQ75272536-25016

java.util.concurrent.ExecutionException: org.springframework.web.client.HttpServerErrorException: 500 null

at java.base/java.util.concurrent.FutureTask.report(FutureTask.java:122)

at java.base/java.util.concurrent.FutureTask.get(FutureTask.java:191)

at com.ca.integrationGateway.services.IntegrationGatewayService.updateAlarms(IntegrationGatewayService.java:49)

 

Resolution

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:

 

Additional Information

https://knowledge.broadcom.com/external/article/190815/aiops-troubleshooting-common-issues-and.html