Shubhojit -You reported this exact same problem with the sdgtw probe in case #20090595 that you opened last November. In that case the issue was determined to be on the ServiceNow side. When ALL traces were enabled for the Nim.log, the following error was recorded in this log each time a new incident was created in ServiceNow:ERROR common.GenericSOAPDispatchService: javax.xml.ws.soap.SOAPFaultException thrown in Invoke With Retry: Exception Message: 'Error executing business rule 'Skybot jobs'': attempting call #2The sdgtw probe makes the SOAP request to insert the new incident. The SOAP response contains the sysid of the incident you are seeing created but fails with the above error. When the sdgtw probe then requests the contents of the new incident using the sysid returned from ServiceNow, it gets back an error indicating that the specified sysid does not exist. This is why you would see the reported error in the sdgtw,log file:"ErrorCode":130,"ErrorMessage":"Invalid Incident ID:1e4044c6db8994502f6e0e41ca961965","HTTPResponseCode":"NOT_FOUND"This is also the reason that you are not seeing the ServiceNow incident identifier in the custom_4 field of your alarms.
To determine if the issue is still with the "Skybot jobs" business rule in the ServiceNow you are integrated with or something else, you would have to enable all of the NIM traces and review the Nim.log file to determine what is preventing the the sdgtw probe from creating incidents in ServiceNow. You can do this by following these steps:
1. Deactivate the sdgtw probe.2. Navigate to the <installPath>\Nimsoft\probes\gateway\sdgtw\NIMSM_WORKSPACE\webapp\WEB-INF\config directory, make a backup copy of the log4j2.html file, then modify this file. Change all occurrences of the following strings:From:level="INFO"level="ERROR"To:level="ALL"Save the changes.3. Delete all Nim log files found in the <installPath>\Nimsoft\probes\gateway\sdgtw\NIMSM_WORKSPACE\webapp\WEB-INF\logs directory4. Activate the sdgtw probe5. Assign a test alarm to the sngtw user6. Wait about 5 minutes then review the Nim.log file to determine why ServiceNow is preventing the sdgtw probe from creating incidents successfully