SDGTW truncating alert message in Remedy Ticket

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

Integration Sdgtw  with Remedy shows truncated alert message when it is forwarded to remedy for ticket creation.

View example of truncated alert below:

 

Environment

Release : 20.4

Component : UIM - SDGTW-Any version

Cause

A default option in the alarm_message_length key set  limit of the alarm string to a length of 50

Resolution

Increasing the value of the key,  alarm_message_length, to accommodate the required length, resolved this issue by removing the default limitation.

Additional Information

Configuration document also explains this:

sdgtw AC Configuration (broadcom.com)
Step listed under Advanced Preconfiguration:
(Optional - Only in BMC Remedy Service Desk) Update the alarm_message_length key to the required maximum length of each alarm that the probe generates. The probe trims longer messages longer to the specified length.
Default: 50