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CA UIM integrate with Service Now

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  • 1.  CA UIM integrate with Service Now

    Posted 05-05-2017 06:18 AM

    Hi All,


    We are trying to integrate CA UIM with ServiceNow. Could anyone can share document for same.




  • 2.  Re: CA UIM integrate with Service Now
    Best Answer

    Broadcom Employee
    Posted 05-05-2017 06:14 PM

    Sachin -


    You can use the sdgtw or sngtw probes to generate an incident in the Incident Management process of the ServiceNow application from a UIM Alarm.  The incident is generated when an alarm is assigned to the designated UIM user.  These probes support the following functionalities:

    • Generate the incident on the ServiceNow platform, when an alarm is assigned to the Service Desk user in UIM.
    • Updates the incident information, when the alarm information is updated.
    • Updates the incident status, when the alarm is acknowledged.
    • Tracks the incident status for acknowledging the alarm in UIM


    The sdgtw probe is the preferred probe to use.  For more information see the probe's Wiki page:



    sdgtw (Service Desk Gateway)


    If you need to use another method available in your ServiceNow application other than Incident Management, then you would have to use the sngtw probe since the current GA release of the sdgtw probe (v1.30) will only use the Incident Management method of ServiceNow.  The sngtw probe will allow you to customize the method you use as well as the XML queries used to retrieve closed and resolved incidents from ServiceNow so that the corresponding UIM alarms are acknowledged when closed/resolved in ServiceNow.  For more information see this probe's Wiki page:


    sngtw (ServiceNow Gateway)

  • 3.  Re: CA UIM integrate with Service Now

    Posted 05-25-2017 10:44 AM

    We have never been able to push more than about 15 alerts through sngtw / minute -on average- so, be aware of that constraint as you plan your integration.