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SDGTW probe is not able to reflect incident in alarm details

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  • 1.  SDGTW probe is not able to reflect incident in alarm details

    Posted 05-29-2020 07:01 AM
    Edited by Shubhojit Shil 05-29-2020 07:08 AM
    Hello Community,
    What I have observed that SDGTW probe is not able to reflect incident number in alarm details. Servicenow is able to create the incident but same incident number is not coming back to Alarm console.

    Error message : For Alarm Id: SU64364581-94599 incident creation failed in ServiceNow with error:{"Error":{"ErrorCode":130,"ErrorMessage":"Invalid Incident ID: 1e4044c6db8994502f6e0e41ca961965","HTTPResponseCode":"NOT_FOUND","HTTPResponseCodeValue":404}}

    Incident number is supposed to populate in custom 5/custom 4 as per configuration.




    Version details
    SDGTW : 2.22
    Servicenow : NewYork
    UIM : 9.0.2


  • 2.  RE: SDGTW probe is not able to reflect incident in alarm details
    Best Answer

    Posted 05-29-2020 10:07 AM

    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 #2

    The 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 directory
    4. Activate the sdgtw probe
    5. Assign a test alarm to the sngtw user
    6. Wait about 5 minutes then review the Nim.log file to determine why ServiceNow is preventing the sdgtw probe from creating incidents successfully



    ------------------------------
    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
    ------------------------------



  • 3.  RE: SDGTW probe is not able to reflect incident in alarm details

    Posted 06-05-2020 09:52 AM
    Thank you Kathy. I have discussed with ServiceNow team to look upon by raising case with their vendor as well.