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The sdgtw probe is not acknowledging alarms

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Article ID: 77722

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Updated On:

Products

DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

The sdgtw log shows it is closing the alarm but the alarm does not get removed from the IM console.

Environment

sdgtw 1.40
UIM 8.51

Cause

The probe may not be able to make a call to the nas_api_service registered in the trellis probe.

The sdgtw.log file will show:

Bad Case:
Apr 11 12:37:59:580 [ServiceNow, sdgtw] Incident found for closing [[email protected]]
Apr 11 12:37:59:580 [ServiceNow, sdgtw] Completed executing the filter. Number of records returned – 1
Apr 11 12:37:59:580 [ServiceNow, sdgtw] Closing the alarm with Id - LA96054125-51746 associated with the incidentId b55ca293db9113000be7dc50cf96193b
Apr 11 12:37:59:591 [ServiceNow, sdgtw] user idadministrator
Apr 11 12:37:59:616 [ServiceNow, sdgtw] alarmlist[]
Apr 11 12:37:59:616 [ServiceNow, sdgtw] Clearing the cache for alarm with Id - LA96054125-51746 and incidentId b55ca293db9113000be7dc50cf96193b
Apr 11 12:37:59:617 [ServiceNow, sdgtw] Completed synchronizing the incidents for the MDR with id - ServiceNow from 2018-04-11T12:37:26.984-04:00 to 2018-04-11T12:37:58.306-04:00
Apr 11 12:37:59:617 [ServiceNow, sdgtw] Setting the last synchronized time to 2018-04-11T12:37:58.306-04:00
 
 
Good case:
Apr 12 10:51:41:560 [ServiceNow, sdgtw] Incident found for closing [[email protected]]
Apr 12 10:51:41:560 [ServiceNow, sdgtw] Completed executing the filter. Number of records returned - 1
Apr 12 10:51:41:560 [ServiceNow, sdgtw] Closing the alarm with Id - JZ74521553-86054 associated with the incidentId 719d5f23db99d3001ba4fabdbf961974
Apr 12 10:51:41:581 [ServiceNow, sdgtw] user idadministrator
Apr 12 10:51:42:870 [ServiceNow, sdgtw] alarmlist[[email protected]]
Apr 12 10:51:45:948 [ServiceNow, sdgtw] [clearAlarmsForClosedIncidents ()]: Alarms acknowledgment successfully using AlarmService API aId[JZ74521553-86054]
Apr 12 10:51:45:948 [ServiceNow, sdgtw] Clearing the cache for alarm with Id - JZ74521553-86054 and incidentId 719d5f23db99d3001ba4fabdbf961974
Apr 12 10:51:45:948 [ServiceNow, sdgtw] Completed synchronizing the incidents for the MDR with id - ServiceNow from 2018-04-12T10:51:07.032-04:00 to 2018-04-12T10:51:38.998-04:00
 

Resolution

Deploy the 'nas_api_service' package to the primary hub.
Using the IM console, drag the 'nas_api_service' package to the primary hub.