The sdgtw probe is failing to create tickets in Service Now. Alarm: Incident creation taking long. seems some issue at Service desk side please investigate.supp key issdgtw-desk

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

After navigating from the sngtw to the sdgtw probe, incident creation does not always happen or we get alarms:

Incident creation taking long. seems some issue at Service desk side please investigate...

The sdgtw log shows:

Aug 21 13:58:21:441 [attach_clientsession, sdgtw] Raising Alarm... 

Aug 21 13:58:21:441 [attach_clientsession, sdgtw] Inside createOrUpdateAlarm: alarm message is:Incident creation taking long. seems some issue at Service desk side please investigate.supp key issdgtw-desk 

Aug 21 13:58:21:558 [attach_clientsession, sdgtw] Alarm created for failure scenario: UF42148326-19393 

Aug 21 13:58:21:558 [attach_clientsession, sdgtw] All threads are busy processing Alarms. Sleeping until a thread is available in the pool 

Environment

UIM 8.5.1ServiceNow release: Istanbul

Cause

In a busy environment, the sdgtw probe JVM may run out of available threads.

Resolution

Using Raw Configure change the threadpool > thread_pool_max from "15" to "30" as shown in Figure 1.  Save the setting and this will automatically restart the sdgtw probe.

Figure 1:

<Please see attached file for image>

 

Additional Information

sdgtw probe documentation:  https://docops.ca.com/ca-unified-infrastructure-management-probes/ga/en/alphabetical-probe-articles/sdgtw-service-desk-gateway