Many incidents closed in Service Now are not being closed via the sdgtw probe in UIM

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

We are seeing that a percentage of alarms that have had their respective incidents closed in Service Now SNow are not being closed in UIM.

Environment

Release : Any

Component: sdgtw

Resolution

We needed to change sync_polling_interval in the sdgtw.cfg. It was set to 300, which was way too fast for the probe. The value is represented as milliseconds, so 300 would represent about 1/3 of a second.

The default value for this key is 30000 which would represent 30 seconds. If that is still too fast, it can be further increased based on load in the environment.