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

Article Id: 7721

Status: Published

Updated On: 01-08-2019 13:53

Legacy Id: TEC1929224

Products:

NIMSOFT PROBES , CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)

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.