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UIM alarms not Closed with corresponding Service Desk Incident ticket closure

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Article ID: 243103

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Updated On:

Products

DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

UIM alarms are not closed when the
corresponding Service Desk Incident ticket is Resolved and Closed.
Sdgateway probe logs show errors. Below:
svi 25 09:50:25:370 [attach_clientsession, sdgtw] closedAlarmIds..null
svi 25 09:50:25:507 [CASDM, sdgtw] responseCode :: [200] response message :: [OK]
svi 25 09:50:25:509 [CASDM, sdgtw] Incident found for closing []
svi 25 09:50:25:509 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0
svi 25 09:50:25:509 [CASDM, sdgtw] Completed synchronizing the incidents for the 
MDR with id - CASDM from 2022-05-25T09:49:55.185+02:00 to 2022-05-25T09:50:25.362+02:00
svi 25 09:50:25:509 [CASDM, sdgtw] Setting the last synchronized time to 2022-05-25T09:50:25.362+02:00
svi 25 09:50:25:509 [CASDM, sdgtw] Updating the last sync time in the config file to 2022-05-25T09:50:25.362+02:00

Cause

Time shifting (-3 minutes) in the sdgtw probe was configured, this was the problem.

Environment

Release : 20.4 all versions

Component : UIM - SDGTW all  versions

Resolution

Time  difference shift was corrected to eliminate the -3 differential, this resolve the issue.

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