UIM Service Now Integration - Alarms not getting acknowledged

[sumit_cs]

Hi there,

I recently tested sngtw 2.22 probe for integration in between my test UIM environment 8.4.7 and service now and was able to successfully achieve the solution. i.e. tickets are getting automatically raised in SN and when I resolved the ticket in SN, alarms are getting acknowledged in UIM.

 

I configured my live UIM 8.4.7 exactly the same way however over here, tickets are though getting automatically raised, but alarms are not getting acknowledged when tickets are move to resolved state.

 

I did change the settings in SngtwRequestXML and used raw configure to probe to ensure the customised file gets read.

 

What other things should I be checking to sort the issue where alarms are not getting acknowledged on resolving of tickets?

Any help will be gratly appreciated.

 

many thanks

Sumit

[Gene Howard]

set your loglevel to 5 and logsize to 75000 and recreate the issue then check the log files for error messages for the ticket in question.

It sounds like you have checked the simple things so you will need more information from the logs to move forward.

 

is there a reason you are using the sngtw probe instead of its replacement the sdgtw probe?

[sumit_cs]

Hey, thanks for the response.Yes, I had been checking logfiles in my test environment. this was production so was hesitant to increase the debug mode more than 3. as solution already worked in test and live is similar to test.

 

Reason I am using sngtw is because I initially got the same recommended by CA but later on I was told that sdgtw is also available but by that time, i had done enough work in sngtw.

 

So is sdgtw almost similar to sngtw or are there massive requirement changes in that?

thanks

Sumit

[Gene Howard]

The sngtw to my understanding will not be update further.

The replacement sdgtw will be the one update moving forward.

I would hate to see you implement the sngtw probe and then 6 months from now need a new feature or fix and be told to switch.

 

The probes are very similar in setup and configuration...

 

Setting the loglevel to 5 on any of the gateway probes should not cause any impact as they typically are not handling a large volume.

[sumit_cs]

Hey,

thanks for the suggestion, yeah will evaluate sdgtw in near future (when time permits).

I enabled log level 5 debug, my test alarm was raised at around 12:49 and it managed to raise ticket INC0811853.

On resolution of ticket, the alarm did not get acknowledged.

I am putting the log output below, if possible would you be able to review/make out something as to naked eyes, getRecords is though attempting to fetch the records but just not fetching INC0811853.

cheers for the help. (Note : I have changed service now url, service now user and proxy server to something else in logs below to hide their real details in the forum)

thanks

Sumit

 

##############################Log Output##################################################

Jun 27 12:50:09:900 [attach_clientsession, sngtw] [Incident.createIncident ()]: Size of Custom fields are 0
Jun 27 12:50:09:900 [attach_clientsession, sngtw] [Incident.createIncident ()]: Finally, soap request for create incident is [<SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:m="http://www.service-now.com" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"  SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/">
Jun 27 12:50:09:901 [attach_clientsession, sngtw] [Incident.executeServerRequest ()]: Username provided: <$sn_usr>
Jun 27 12:50:09:901 [attach_clientsession, sngtw] Password provided: ******
Jun 27 12:50:09:901 [attach_clientsession, sngtw] Enable by pass proxy Url connection information  : proxy_server [<$proxy_server>], proxy_user [], proxy_port[3129]
Jun 27 12:50:09:901 [attach_clientsession, sngtw] Enable url connection through proxy, proxy user [ ], proxy host [<$proxy_server>], proxy port [3129]
Jun 27 12:50:09:902 [attach_clientsession, sngtw] [Incident.executeServerRequest ()]: Soapaction provided: http://www.service-now.com/incident/insert
Jun 27 12:50:10:284 [attach_clientsession, sngtw] [Incident.executeServerRequest ()]: Response code is 200
Jun 27 12:50:10:285 [attach_clientsession, sngtw] [Incident.getSoapResponseCallBack ()]: ####Response received from the server: <?xml version='1.0' encoding='UTF-8'?><SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><SOAP-ENV:Body><insertResponse><sys_id>1f2d82ccdb031304b75ae18e0b961981</sys_id><number>INC0811853</number></insertResponse></SOAP-ENV:Body></SOAP-ENV:Envelope>
Jun 27 12:50:10:285 [attach_clientsession, sngtw] [Incident.createIncident ()]: Ticket Id found inside response of newly created incident for alarm Id [OQ59025988-81652]
Jun 27 12:50:10:285 [attach_clientsession, sngtw] Start to find out the value of [number] Node
Jun 27 12:50:10:288 [attach_clientsession, sngtw] Incident : values are [[INC0811853]] of Node [number]
Jun 27 12:50:10:288 [attach_clientsession, sngtw] [Incident.createIncident ()]: Newly created Incident ID is [INC0811853]
Jun 27 12:50:10:288 [attach_clientsession, sngtw] Pattern for search string is [<sys_id>(.+?)</sys_id>]
Jun 27 12:50:10:288 [attach_clientsession, sngtw] [Incident.createIncident ()]: Sys ID is [1f2d82ccdb031304b75ae18e0b961981]
Jun 27 12:50:10:290 [attach_clientsession, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:50:10:303 [attach_clientsession, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:50:10:303 [attach_clientsession, sngtw] Incident number [INC0811853], SysId [1f2d82ccdb031304b75ae18e0b961981] successfully stored for Alarm [OQ59025988-81652].
Jun 27 12:50:10:303 [attach_clientsession, sngtw] [Incident.createIncident ()]: Successfully stored sysId...
Jun 27 12:50:10:304 [attach_clientsession, sngtw] Value of service_now_custom_field [custom_2]
Jun 27 12:50:10:304 [attach_clientsession, sngtw] Value of endpoint_url_cut_off_token [/incident.do?SOAP]
Jun 27 12:50:10:304 [attach_clientsession, sngtw] getServiceNowNavigationURL(): Modified SN URL is [<$sn_url>/nav_to.do?uri=incident.do?sys_id=]
Jun 27 12:50:10:304 [attach_clientsession, sngtw] getServiceNowNavigationURL(): SN URL [<$sn_url>/nav_to.do?uri=incident.do?sys_id=1f2d82ccdb031304b75ae18e0b961981]
Jun 27 12:50:11:300 [attach_clientsession, sngtw] Value [<$sn_url>/nav_to.do?uri=incident.do?sys_id=1f2d82ccdb031304b75ae18e0b961981] assign to custom field [custom_2] for alarm ID [OQ59025988-81652]
Jun 27 12:50:11:300 [attach_clientsession, sngtw] [Incident.storeServiceNowNavigationalURL ()]: SN URL[<$sn_url>/nav_to.do?uri=incident.do?sys_id=1f2d82ccdb031304b75ae18e0b961981] successfully assigned to Custom Field[custom_2]
Jun 27 12:50:11:300 [attach_clientsession, sngtw] [Incident.createIncident ()]: Successfully stored SN URL...
Jun 27 12:50:11:300 [attach_clientsession, sngtw] [SnGtw.publish()]: Incident successfully created for alarmId [OQ59025988-81652]. Incident Number is [INC0811853]
Jun 27 12:50:11:301 [attach_clientsession, sngtw] Raising alarm if probe is not generating a ticket against alarm
Jun 27 12:50:11:301 [attach_clientsession, sngtw] [SnGtw.publish()]: Incident published succefully for alarm Id [OQ59025988-81652] and ticket id [INC0811853]
Jun 27 12:50:11:303 [attach_clientsession, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:50:11:314 [attach_clientsession, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:50:11:314 [attach_clientsession, sngtw] ######################################## Incident successfully created alarm :  OQ59025988-81652, & Successfully logged into DB.
Jun 27 12:50:11:314 [attach_clientsession, sngtw] Assign the ticket number [INC0811853] to the custom field [custom_1] of alarm Id [OQ59025988-81652]
Jun 27 12:50:11:841 [Thread-0, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:50:11:841 [Thread-0, sngtw] [acknowledgeSDBasedClosedAlarms ()]: Successfully removed alarms ['3rd_Party_Capita'] from DB.
Jun 27 12:50:11:849 [Thread-0, sngtw] [queryClosedIncidentTimer ()]: Last incident check timestamp saved to: Wed Jun 27 12:49:50 BST 2018
Jun 27 12:50:11:849 [Thread-0, sngtw] [queryClosedIncidentTimer ()]: ######### Reterival for closed incidents ends
Jun 27 12:50:11:850 [Thread-0, sngtw] Memory Status : Max Limit = 114 MB, Current Allocated = 59 MB, Free  = 29 MB, Used = 30 MB
Jun 27 12:50:19:628 [attach_clientsession, sngtw] Successfully Assign the ticket number [INC0811853] to the custom field [custom_1]
Jun 27 12:50:19:638 [attach_clientsession, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:50:19:640 [attach_clientsession, sngtw] [hubpostCallback ()]: ######### Incident creation/updation/closing ends
Jun 27 12:50:19:640 [attach_clientsession, sngtw] Memory Status : Max Limit = 114 MB, Current Allocated = 59 MB, Free  = 29 MB, Used = 30 MB
Jun 27 12:50:19:641 [attach_clientsession, sngtw] [hubpostCallback ()]:Exit the method, Count is[1]
Jun 27 12:50:49:499 [pool-1-thread-1, sngtw] [FailedTicketCreationStrategy.execute ()]: Executing failed alarm creation strategy
Jun 27 12:50:49:499 [pool-1-thread-1, sngtw] [FailedTicketCreationStrategy.fetchFailedAlarms ()]: Fetching failed alarm list.
Jun 27 12:50:49:501 [pool-1-thread-1, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:50:49:501 [pool-1-thread-1, sngtw] [FailedTicketCreationStrategy.fetchFailedAlarms ()]: Alarms Found: []
Jun 27 12:51:50:311 [Thread-1, sngtw] [queryClosedIncidentTimer ()]: ######### Reterival for closed incidents starts
Jun 27 12:51:50:311 [Thread-2, sngtw] ########### Server Ping: Starts
Jun 27 12:51:50:312 [Thread-1, sngtw] Start operation to get all Resolved / Closed Incident List....
Jun 27 12:51:50:312 [Thread-1, sngtw] Incident : Start to fetch Closed / Resolved Incident list from SN ...
Jun 27 12:51:50:312 [Thread-1, sngtw] Incident : getCloseAndResolvedIncident() Read required information from cfg file
Jun 27 12:51:50:317 [Thread-2, sngtw] ## ping server start, server address : [<$sn_url>/incident.do?WSDL] address retrive from cfg file  
Jun 27 12:51:50:317 [Thread-2, sngtw] Server shut down status flag should be set  
Jun 27 12:51:50:317 [Thread-2, sngtw] Call test conection with proxy setting information
Jun 27 12:51:50:317 [Thread-2, sngtw] [Incident.executeServerRequest ()]: Username provided: <$sn_usr>
Jun 27 12:51:50:317 [Thread-2, sngtw] Password provided: ******
Jun 27 12:51:50:317 [Thread-2, sngtw] Enable by pass proxy Url connection information  : proxy_server [<$proxy_server>], proxy_user [], proxy_port[3129]
Jun 27 12:51:50:317 [Thread-2, sngtw] Enable url connection through proxy, proxy user [ ], proxy host [<$proxy_server>], proxy port [3129]
Jun 27 12:51:50:318 [Thread-1, sngtw] Incident : getCloseAndResolvedIncident() Last Time stamp is [1530100190000]...
Jun 27 12:51:50:318 [Thread-1, sngtw] Value of last_incidentcheck_timestamp_delay (No of hours) is [1].
Jun 27 12:51:50:318 [Thread-1, sngtw] Incident : getCloseAndResolvedIncident() Modified Last Time stamp is [1530096590000]...
Jun 27 12:51:50:318 [Thread-1, sngtw] Formated date is [27/06/2018 11:49:50 AM]...
Jun 27 12:51:50:318 [Thread-2, sngtw] [Incident.executeServerRequest ()]: Soapaction empty
Jun 27 12:51:50:318 [Thread-1, sngtw] Incident : getCloseAndResolvedIncident() close incident info, user[<$sn_usr>], password [w..., wsdl Url [<$sn_url>/incident.do?WSDL], end point url [ <$sn_url>/incident.do?SOAP]  ;lastClosingTime [27/06/2018 11:49:50 AM]
Jun 27 12:51:50:322 [Thread-1, sngtw] [getCloseAndResolvedIncident ()] load_customizable_request value is (1-true/0-false):true
Jun 27 12:51:50:322 [Thread-1, sngtw] ResolvedIncidentRequestXML loaded from SngtwRequestXML.properties file [<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>?</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>]
Jun 27 12:51:50:322 [Thread-1, sngtw] [fetchAllResolvedAndClosedIncidents ()] Closed incident query request : <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>&gt; 27/06/2018 11:49:50 AM</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>
Jun 27 12:51:50:322 [Thread-1, sngtw] [fetchClosedIncAlarms ()]: Closed / Resolved Incident Soap request XML is [<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>&gt; 27/06/2018 11:49:50 AM</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>]...
Jun 27 12:51:50:322 [Thread-1, sngtw] [Incident.executeServerRequest ()]: Username provided: <$sn_usr>
Jun 27 12:51:50:322 [Thread-1, sngtw] Password provided: ******
Jun 27 12:51:50:322 [Thread-1, sngtw] Enable by pass proxy Url connection information  : proxy_server [<$proxy_server>], proxy_user [], proxy_port[3129]
Jun 27 12:51:50:322 [Thread-1, sngtw] Enable url connection through proxy, proxy user [ ], proxy host [<$proxy_server>], proxy port [3129]
Jun 27 12:51:50:323 [Thread-1, sngtw] [Incident.executeServerRequest ()]: Soapaction provided: http://www.service-now.com/incident/getRecords
Jun 27 12:51:50:497 [Thread-2, sngtw] [Incident.executeServerRequest ()]: Response code is 200
Jun 27 12:51:50:497 [Thread-2, sngtw] [Incident.executeServerRequest ()]: Username provided: <$sn_usr>
Jun 27 12:51:50:497 [Thread-2, sngtw] Password provided: ******
Jun 27 12:51:50:497 [Thread-2, sngtw] Enable by pass proxy Url connection information  : proxy_server [<$proxy_server>], proxy_user [], proxy_port[3129]
Jun 27 12:51:50:498 [Thread-2, sngtw] Enable url connection through proxy, proxy user [ ], proxy host [<$proxy_server>], proxy port [3129]
Jun 27 12:51:50:498 [Thread-2, sngtw] [Incident.executeServerRequest ()]: Soapaction empty
Jun 27 12:51:50:679 [Thread-2, sngtw] [Incident.executeServerRequest ()]: Response code is 200
Jun 27 12:51:50:679 [Thread-2, sngtw] Server pinging succesfully  
Jun 27 12:51:50:748 [Thread-2, sngtw] [cbPingServerTimercbPingServerTimer ()]: ########### Server Ping: Ends
Jun 27 12:51:50:748 [Thread-2, sngtw] Memory Status : Max Limit = 114 MB, Current Allocated = 59 MB, Free  = 55 MB, Used = 4 MB
Jun 27 12:51:56:958 [Thread-1, sngtw] Value of sn_resolved_incident_state_value is [6].
Jun 27 12:51:56:961 [Thread-1, sngtw] Value of sn_resolved_closed_field_name [state]
Jun 27 12:51:56:961 [Thread-1, sngtw] Start to find out the value of [u_external_ref] Node
Jun 27 12:51:56:999 [Thread-1, sngtw] com.sun.org.apache.xerces.internal.impl.io.MalformedByteSequenceException: Invalid byte 2 of 2-byte UTF-8 sequence.
Jun 27 12:51:56:999 [Thread-1, sngtw] Incident : values are [[]] of Node [u_external_ref]
Jun 27 12:51:56:999 [Thread-1, sngtw] ClosedIncidentRequestXML loaded from SngtwRequestXML.properties file [<SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:tns="<$sn_url>/incident" xmlns:m="<$sn_url>" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"  SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"> <SOAP-ENV:Body> <getRecords xmlns="<$sn_url>">   <active>false</active><closed_at>?</closed_at></getRecords>  </SOAP-ENV:Body> </SOAP-ENV:Envelope>]
Jun 27 12:51:56:999 [Thread-1, sngtw] [fetchAllResolvedAndClosedIncidents ()] Closed incident query request : <SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:tns="<$sn_url>/incident" xmlns:m="<$sn_url>" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"  SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"> <SOAP-ENV:Body> <getRecords xmlns="<$sn_url>">   <active>false</active><closed_at>&gt; 27/06/2018 11:49:50 AM</closed_at></getRecords>  </SOAP-ENV:Body> </SOAP-ENV:Envelope>
Jun 27 12:51:56:999 [Thread-1, sngtw] [fetchClosedIncAlarms ()]: Closed / Resolved Incident Soap request XML is [<SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:tns="<$sn_url>/incident" xmlns:m="<$sn_url>" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"  SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"> <SOAP-ENV:Body> <getRecords xmlns="<$sn_url>">   <active>false</active><closed_at>&gt; 27/06/2018 11:49:50 AM</closed_at></getRecords>  </SOAP-ENV:Body> </SOAP-ENV:Envelope>]...
Jun 27 12:51:57:000 [Thread-1, sngtw] [Incident.executeServerRequest ()]: Username provided: <$sn_usr>
Jun 27 12:51:57:000 [Thread-1, sngtw] Password provided: ******
Jun 27 12:51:57:000 [Thread-1, sngtw] Enable by pass proxy Url connection information  : proxy_server [<$proxy_server>], proxy_user [], proxy_port[3129]
Jun 27 12:51:57:000 [Thread-1, sngtw] Enable url connection through proxy, proxy user [ ], proxy host [<$proxy_server>], proxy port [3129]
Jun 27 12:51:57:000 [Thread-1, sngtw] [Incident.executeServerRequest ()]: Soapaction provided: http://www.service-now.com/incident/getRecords
Jun 27 12:52:02:030 [Thread-1, sngtw] Value of sn_closed_incident_state_value is [7].
Jun 27 12:52:02:033 [Thread-1, sngtw] Value of sn_resolved_closed_field_name [state]
Jun 27 12:52:02:033 [Thread-1, sngtw] Start to find out the value of [u_external_ref] Node
Jun 27 12:52:02:103 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [IN0803932].
Jun 27 12:52:02:103 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [Passoker].
Jun 27 12:52:02:104 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-22766].
Jun 27 12:52:02:104 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-32809].
Jun 27 12:52:02:105 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-36172].
Jun 27 12:52:02:106 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [F0287402].
Jun 27 12:52:02:107 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [550891  ].
Jun 27 12:52:02:107 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-11354  ].
Jun 27 12:52:02:107 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-55533].
Jun 27 12:52:02:108 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [SRQ-100568].
Jun 27 12:52:02:109 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-15776].
Jun 27 12:52:02:109 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-18814].
Jun 27 12:52:02:111 [Thread-1, sngtw] Alarm Id field not mapped properly, so Skippping it. Value is  [WIL-40935].
Jun 27 12:52:02:111 [Thread-1, sngtw] Incident : values are [[3rd_Party_Capita]] of Node [u_external_ref]
Jun 27 12:52:02:111 [Thread-1, sngtw] Incident : List of Closed & Resolved incident ids : [[3rd_Party_Capita]]
Jun 27 12:52:02:111 [Thread-1, sngtw] ResolvedIncidentRequestXML loaded from SngtwRequestXML.properties file [<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>?</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>]
Jun 27 12:52:02:111 [Thread-1, sngtw] [fetchAllResolvedAndClosedIncidents ()] Closed incident query request : <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>&gt; 27/06/2018 11:49:50 AM</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>
Jun 27 12:52:02:111 [Thread-1, sngtw] [fetchClosedIncAlarms ()]: Closed / Resolved Incident Soap request XML is [<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>&gt; 27/06/2018 11:49:50 AM</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>]...
Jun 27 12:52:02:111 [Thread-1, sngtw] [Incident.executeServerRequest ()]: Username provided: <$sn_usr>
Jun 27 12:52:02:111 [Thread-1, sngtw] Password provided: ******
Jun 27 12:52:02:111 [Thread-1, sngtw] Enable by pass proxy Url connection information  : proxy_server [<$proxy_server>], proxy_user [], proxy_port[3129]
Jun 27 12:52:02:111 [Thread-1, sngtw] Enable url connection through proxy, proxy user [ ], proxy host [<$proxy_server>], proxy port [3129]
Jun 27 12:52:02:112 [Thread-1, sngtw] [Incident.executeServerRequest ()]: Soapaction provided: http://www.service-now.com/incident/getRecords
Jun 27 12:52:09:843 [Thread-1, sngtw] Value of sn_resolved_incident_state_value is [6].
Jun 27 12:52:09:846 [Thread-1, sngtw] Value of sn_resolved_closed_field_name [state]
Jun 27 12:52:09:846 [Thread-1, sngtw] Start to find out the value of [u_external_ref] Node
Jun 27 12:52:09:882 [Thread-1, sngtw] com.sun.org.apache.xerces.internal.impl.io.MalformedByteSequenceException: Invalid byte 2 of 2-byte UTF-8 sequence.
Jun 27 12:52:09:882 [Thread-1, sngtw] Incident : values are [[]] of Node [u_external_ref]
Jun 27 12:52:09:882 [Thread-1, sngtw] Incident : List of Resolved incident ids : [[3rd_Party_Capita]]
Jun 27 12:52:09:882 [Thread-1, sngtw] List of Closed / Resolved Incidents = [3rd_Party_Capita]
Jun 27 12:52:09:884 [Thread-1, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:52:09:884 [Thread-1, sngtw] [removeAlarmsFromAlarmIncidentInfo ()]: Successfully removed alarms list ['3rd_Party_Capita'] from DB...
Jun 27 12:52:09:884 [Thread-1, sngtw] Raising alarm if probe is not generating a ticket against alarm
Jun 27 12:52:09:884 [Thread-1, sngtw] AlarmList from plugin to be cleared is[[3rd_Party_Capita]].
Jun 27 12:52:13:577 [Thread-1, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:52:13:578 [Thread-1, sngtw] [acknowledgeSDBasedClosedAlarms ()]: Successfully removed alarms ['3rd_Party_Capita'] from DB.
Jun 27 12:52:13:583 [Thread-1, sngtw] [queryClosedIncidentTimer ()]: Last incident check timestamp saved to: Wed Jun 27 12:51:50 BST 2018
Jun 27 12:52:13:583 [Thread-1, sngtw] [queryClosedIncidentTimer ()]: ######### Reterival for closed incidents ends
Jun 27 12:52:13:583 [Thread-1, sngtw] Memory Status : Max Limit = 114 MB, Current Allocated = 58 MB, Free  = 17 MB, Used = 41 MB
Jun 27 12:52:49:498 [pool-1-thread-1, sngtw] [FailedTicketCreationStrategy.execute ()]: Executing failed alarm creation strategy
Jun 27 12:52:49:498 [pool-1-thread-1, sngtw] [FailedTicketCreationStrategy.fetchFailedAlarms ()]: Fetching failed alarm list.
Jun 27 12:52:49:501 [pool-1-thread-1, sngtw] [closeConnection()]: Releasing lock on database connection
Jun 27 12:52:49:501 [pool-1-thread-1, sngtw] [FailedTicketCreationStrategy.fetchFailedAlarms ()]: Alarms Found: []
Jun 27 12:53:50:312 [Thread-3, sngtw] [queryClosedIncidentTimer ()]: ######### Reterival for closed incidents starts
Jun 27 12:53:50:312 [Thread-3, sngtw] Start operation to get all Resolved / Closed Incident List....
Jun 27 12:53:50:312 [Thread-3, sngtw] Incident : Start to fetch Closed / Resolved Incident list from SN ...
Jun 27 12:53:50:312 [Thread-3, sngtw] Incident : getCloseAndResolvedIncident() Read required information from cfg file
Jun 27 12:53:50:315 [Thread-3, sngtw] Incident : getCloseAndResolvedIncident() Last Time stamp is [1530100310000]...
Jun 27 12:53:50:315 [Thread-3, sngtw] Value of last_incidentcheck_timestamp_delay (No of hours) is [1].
Jun 27 12:53:50:315 [Thread-3, sngtw] Incident : getCloseAndResolvedIncident() Modified Last Time stamp is [1530096710000]...
Jun 27 12:53:50:315 [Thread-3, sngtw] Formated date is [27/06/2018 11:51:50 AM]...
Jun 27 12:53:50:315 [Thread-3, sngtw] Incident : getCloseAndResolvedIncident() close incident info, user[<$sn_usr>], password [w..., wsdl Url [<$sn_url>/incident.do?WSDL], end point url [ <$sn_url>/incident.do?SOAP]  ;lastClosingTime [27/06/2018 11:51:50 AM]
Jun 27 12:53:50:318 [Thread-3, sngtw] [getCloseAndResolvedIncident ()] load_customizable_request value is (1-true/0-false):true
Jun 27 12:53:50:318 [Thread-3, sngtw] ResolvedIncidentRequestXML loaded from SngtwRequestXML.properties file [<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>?</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>]
Jun 27 12:53:50:318 [Thread-3, sngtw] [fetchAllResolvedAndClosedIncidents ()] Closed incident query request : <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>&gt; 27/06/2018 11:51:50 AM</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>
Jun 27 12:53:50:319 [Thread-3, sngtw] [fetchClosedIncAlarms ()]: Closed / Resolved Incident Soap request XML is [<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:inc="<$sn_url>/incident"><soapenv:Header/><soapenv:Body><inc:getRecords><sys_updated_on>&gt; 27/06/2018 11:51:50 AM</sys_updated_on><state>6</state></inc:getRecords></soapenv:Body></soapenv:Envelope>]...

###################################################################################################

[Kathy Maguire]

Check out the following Knowledge Document to see if this resolves your issue:

 

KB000098963 : Nimsoft Not Generating ServiceNow Incidents

NimSoft Not Generating ServiceNow Incidents - CA Knowledge 

 

You are getting errors similar to the to the following in the sngtw.log file which are addresses by this Knowledge Document:

 

com.sun.org.apache.xerces.internal.impl.io.MalformedByteSequenceException: Invalid byte 2 of 3-byte UTF-8 sequence.

[sumit_cs]

Hey ,

thanks for the same. that might fix UTF-8 errors, however my live env  is on 8.4.7 and has jre 1.7.x works so guess from that side i look covered?

 

cheers

Sumit

[Kathy Maguire]

If making the correction to eliminate the UTF-8 exceptions in the log does not resolve this issue, then check to see if one of the 3 recommended solutions in the “sngtw Probe does not Acknowledge the Alarm when the incident Status is Updated” section of the “sngtw Troubleshooting” Wiki document helps:

 

sngtw Troubleshooting - CA Unified Infrastructure Management Probes - CA Technologies Documentation 

 

If None of the listed solutions solves the problem in your production environment, then I would recommend opening a case and posting copies of the full loglevel 5 sngtw.log as well as the sngtw.cfg files to the case for additional assistance.

[Britta Hoffner]

Hello Sumit, do you have further questions about this thread and do you need further assistance ?

 

Thanks and kind regards,

Britta Hoffner

CA Support