sdgtw and ServiceNow integration

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)

Issue/Introduction

We are trying to configure sdgtw (2.25) with ServiceNow (Quebec). Alarms from the sdgtw are not showing up in ServiceNow.

Environment

• Release: 20.3
• Component: sdgtw

Resolution

The sdgtw probe will only create incidents for alarms that are assigned to the user configured in the sdgtw probe (administrator by default).

Activating a connection to the ServiceNow application in the sdgtw probe alone will not cause incidents to be created in ServiceNow, incidents needs to be assigned to a user.

You can create service desk rules in the sdgtw configuration, and route based on the "assigned_to" and value, then select the appropriate servicenow profile in the sdgtw configuration.

You can also assign a service desk incident to a particular group depending on the alarm severity:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/monitoring/extensibility-and-integrations/sdgtw-service-desk-gateway/sdgtw-ac-configuration.html#concept.dita_30b49666ec382b3dd5a7a731ecd29d8264f1fa85_ConfigureFieldMapping 

Please also check: https://knowledge.broadcom.com/external/article?articleId=134254 

Another option:

Use/activate nas Auto Operator profile that assigns alarms to the user configured in the sdgtw probe.

Check the sdgtw probe techdocs:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/monitoring/extensibility-and-integrations/sdgtw-service-desk-gateway/sdgtw-ac-configuration.html#concept.dita_30b49666ec382b3dd5a7a731ecd29d8264f1fa85_OptionalConfigureGeneralProperties

Especially check these two parameters:

• CA UIM Users for Alarm Processing: specifies the users to whom the alarms are assigned. You can enter multiple users in a comma-delimited list. The probe creates a service desk incident only for alarms that are assigned to a user specified in this list. Leave this option blank to process alarms assigned to any user. Default: administrator

• CA UIM User for Alarm Assignment: specifies the user to whom the alarm is assigned when the probe is unable to communicate with the service desk, hub, or the alarm server. Default: administrator

For the nas Auto-Operator profiles, check:
https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/monitoring/infrastructure-core-components/nas-alarm-server/nas-im-configuration/the-nas-auto-operator-tab.html 

This assignment process will depend on how the AO profile is configured. For additional information on user access, check:

https://knowledge.broadcom.com/external/article?articleId=7927