Why is UIM not syncing all alarm severities to ServiceNow for probes included in a Webhook NAS Auto-operator profile?

Products

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

Issue/Introduction

We have a Webhook Auto-Operator configured for the messagegtw probe that syncs alarms to ServiceNow for various probes, including the CDM. We noticed that BootAlarms clears are seen in ServiceNow and need to understand why only clears are synced.

Example of AO:

Environment

Release : 20.4

Component : UIM - MESSAGEGTW

Cause

Configuration issue

Resolution

1. Confirm the severity of the missing alert, In this case the alarm in question is CDM BootAlarm with a Warning severity (Default)

2. Review the Webhook AO configured for the messagegtw queue and validate if missing  alert severity is enabled in the AO. 

In this example, all Warning and Informational alarms will not be synced since they are  not enabled.

3. Available options:

a. Enabled the Severity for the alarm that is not synced

b. Change the BootAlarm severity to a severity that is already enabled.

Community link on how to change the severity level using SuperPack: How do I  change only the boot alarm setting in cdm using a configuration package?

c. To exclude the CDM clear alarms follow steps in KB  How to exclude specific alerts in a Webhook NAS Auto-Operator profile?