Using the sdgtw probe, when multiple alarms come in quickly, the tickets created in the service desk application will get merged.

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Article ID: 7721

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Updated On:

Products

NIMSOFT PROBES DX Infrastructure Management

Issue/Introduction

Using the sdgtw probe, when multiple alarms come in quickly, the tickets created in the service desk application will get merged. In other words, the alarm will link to 1 ticket but have activity from multiple alarms.  This was reported with the sdgtw probe integrated with Remedy, although it could happen with other Service Desks.

Cause

This is a defect in the sdgtw probe versions 1.40 and earlier releases.

Environment

SDGTW 1.40

Resolution

This is a known defect in the sdgtw probe versions 1.40T1 and earlier.

Please apply a later version of the sdgtw probe. For example 1.40T3 or later.

Please contact support for a copy of the test fix "T3" if needed or apply the latest GA version after 1.40T3.