UIM sdgtw probe integration not working with BMC Remedy service desk

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)

Issue/Introduction

• Running sdgtw 2.28 ,the integration with Remedy was working fine until restarted the probe,
• Tried downgrading to 2.25, reinstalling the probe, upgrading to 2.2 and re configuring it from scratch but it still fails to connect.
• It now fails validation and not creating tickets.
• No changes in remedy today
• Able to telnet to the port on the remedy servers and also connect using curl from the server with sdgtw installed

 

Environment

• Release: 20.4
• Component: sdgtw
• BMC Remedy: 20.02

Cause

Can see below errors in sdgtw logs

Jun 01 15:22:05:398 [Thread-58, sdgtw] ServiceDesk mdr_id :BMCRemedy
Jun 01 15:22:05:398 [Thread-58, sdgtw] In validateIntegration method :url is http://localhost:35891/ca-nim-sm/api/v2/config/integration/BMCRemedy/testConnection
Jun 01 15:22:05:398 [Thread-58, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:35891/ca-nim-sm/api/v2/config/integration/BMCRemedy/testConnection :: BMCRemedy
Jun 01 15:22:05:418 [Thread-58, sdgtw] responseCode :: [200] response message :: [OK]
Jun 01 15:22:05:419 [Thread-58, sdgtw] Exception in making the connection to MDR:java.lang.NullPointerException
 at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.initiateAlarmSynchronizer(SDGtwProbe.java:272)
 at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.initializeAndConfigureNim(SDGtwProbe.java:172)
 at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.access$000(SDGtwProbe.java:70)
 at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe$1.run(SDGtwProbe.java:132)
 at java.lang.Thread.run(Thread.java:748)

Resolution

In this use case, issue was resolved by uploading the jar files again, it seems that somehow the jar files were deleted by the upgrade of the probe.

If you are using BMC Remedy integration and upgrading the probe to version 2.0 or later, you must copy the BMC JAR files again in the lib folder to use BMC Remedy