sdgtw probe creates duplicate incidents in ServiceNow Zurich on threshold change

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

When using DX UIM integrated with ServiceNow Zurich via the sdgtw probe (version 2.37 or earlier), the following behavior is observed:

• When a UIM alarm transitions across thresholds (e.g., from Minor to Major), a new incident is created in ServiceNow instead of updating the existing one.
• The original incident may be resolved or left orphaned, leading to multiple "zombie" incidents for the same underlying issue.
• Work notes and incident state do not synchronize correctly during severity updates.

Environment

• DX UIM (any version)
• sdgtw probe version 2.37 or earlier
• ServiceNow Zurich Release

Cause

A synchronization logic mismatch exists in sdgtw v2.37 when communicating with the ServiceNow Zurich API. The probe fails to maintain the mapping between the UIM alarm_id and the ServiceNow incident_id during threshold transitions, triggering a "New Incident" workflow instead of an "Update" workflow. 

Resolution

Upgrade the sdgtw probe to version 3.0.0 or higher.

1. Download sdgtw-3.0.0 from the Broadcom Support Portal.
2. Deploy the probe to the relevant hubs.
3. (Optional) If you use custom incident states, verify the sn_customized_status key in the Raw Configure menu to ensure states like "Resolved" or "Closed" match your ServiceNow Zurich environment.