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

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

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 abraham.lincoln ! pelase assign the alarm to a valid user 

 

Environment

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

Cause

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

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

Resolution

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:

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Additional Information

sdgtw Probe Documentation

nas Probe Documentation and Auto Operator Rules