search cancel

sdgtw probe - not able to create tickets through ServiceNow or CASDM - get error: "Invalid User serviceUser ! please assign the alarm to a valid user"


Article ID: 7927


Updated On:


DX Unified Infrastructure Management (Nimsoft / UIM)


After configuring the 'sdgtw' probe, tickets are not getting created in CASDM or ServiceNow.

The 'sdgtw.log' file shows this error:

Sep 05 09:44:07:182 [attach_clientsession, sdgtw] Invalid User ! pelase assign the alarm to a valid user 



sdgtw 1.40nas 8.42UIM 8.5.1CA Service Desk Manager 14.1, 17.0ServiceNow Release: Istanbul


The 'nas' probe has an auto operator assigning alarms to as user called: ''.

This user does not have adequate permissions in order for UIM to assign alarms to it.


Assign the 'administrator' Access Control List to the user by going to the IM Console > "Security" menu > "User Administration" > Edit user (as shown in Figure 1).

Figure 1:

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK3oAAG" alt="Figure1.JPG" width="660" height="559">

Additional Information

sdgtw Probe Documentation

nas Probe Documentation and Auto Operator Rules


1558708708395000007927_sktwi1f5rjvs16r6q.jpeg get_app