ATGTW 1.1 Error

[Tim Van Dusen]

Receiving errors on ticket submission to Autotask still
Anyone with an idea?

****************[ Starting ]****************
Oct 23 14:57:12:127 [main, atgtw] 1.1.0
Oct 23 14:57:12:127 [main, atgtw] null
Oct 23 14:57:12:128 [main, atgtw] port=48023
Oct 23 14:57:12:625 [main, atgtw] Login to NimBUS is OK
Oct 23 14:57:12:663 [attach_clientsession, atgtw] [hubpostCallback ()]: ######### Incident creation/updation starts
Oct 23 14:57:12:663 [attach_clientsession, atgtw] [hubpostCallback ()]: Got assigned alarm id : MF52737527-07465
Oct 23 14:57:12:665 [attach_clientsession, atgtw] [closeConnection()]: Releasing lock on database connection
Oct 23 14:57:12:666 [attach_clientsession, atgtw] Query: INSERT INTO alarms (nimts,visible,dev_id,event_type,subsys,prid,hub,i18n_dsize,time_arrival,i18n_token,change_id,assigned_at,prevlevel,level,met_id,supp_key,nimid,domain,acknowledged_by,time_supp,suppcount,user_tag2,user_tag1,custom_1,time_origin,sid,custom_5,tz_offset,custom_4,custom_3,custom_2,aots,origin,hostname,severity,robot,attachment,assigned_accept,assigned_to,message,supptime,escalated,source,arrival,auto_remove,i18n_data,nas,notes,assigned_by) VALUES ('1555413223','1','D50CF7ADD3E98FAB97866434DE80059F8','8','2.3.3.3','jobs','systemobfuscation2','72','null','null','null','1555413229','4','4','M0BA4B60539C0F94CCA7B899921362B4D','jobs/CDC E01E56H0','MF52737527-07465','Domain','null','null','1','null','null','null','null','2.3.3.3','null','-3180','null','null','null','null','systemobfuscation1','major','systemobfuscation2','null','0','userobfuscation1','CDC E01E56H0: did not find job E01E56H0 (pid = pid) of type job_type','1555413226','null','10.128.9.14','1555413226','null','null','systemobfuscation3_hub','null','auto-operator')
Oct 23 14:57:12:669 [attach_clientsession, atgtw] [closeConnection()]: Releasing lock on database connection
Oct 23 14:57:12:670 [attach_clientsession, atgtw] ######################################## Creating ticket for alarm : MF52737527-07465
Oct 23 14:57:12:670 [attach_clientsession, atgtw] Got a message: CDC E01E56H0: did not find job E01E56H0 (pid = pid) of type job_type
Oct 23 14:57:12:671 [attach_clientsession, atgtw] Field for ticket is custom_1, Value is
Oct 23 14:57:12:672 [attach_clientsession, atgtw] [hubpostCallback ()]: Underlying exception : java.lang.NullPointerException
at com.nimsoft.nimbus.probe.at.ATGtw.raiseTicket(ATGtw.java:919)
at com.nimsoft.nimbus.probe.at.ATGtw.publish(ATGtw.java:716)
at com.nimsoft.nimbus.probe.gateway.gatewaybase.Probe.hubpostCallback(Probe.java:677)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at com.nimsoft.nimbus.NimSubscribe.callbackProxy(NimSubscribe.java:364)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.performCallback(NimServerSession.java:213)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.handleMessage(NimServerSession.java:166)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.run(NimServerSession.java:120)

Oct 23 14:57:13:128 [OfflineManagementThread, atgtw] Alarm offline management configuration is OFF
Oct 23 14:57:18:673 [attach_clientsession, atgtw] An exception occurred while processing a message from Socket[addr=/xxx.xxx.xxx.xxx,port=48002,localport=64337].
Oct 23 14:57:18:674 [attach_clientsession, atgtw] (2) communication error, I/O error on nim session (S) com.nimsoft.nimbus.NimServerSession(Socket[addr=/xxx.xxx.xxx.xxx,port=48002,localport=64337]): Read timed out
at com.nimsoft.nimbus.NimSessionBase.recv(NimSessionBase.java:931)
at com.nimsoft.nimbus.NimServerSession.recv(NimServerSession.java:87)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.handleMessage(NimServerSession.java:142)
at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.run(NimServerSession.java:120)
Caused by: java.net.SocketTimeoutException: Read timed out
at java.net.SocketInputStream.socketRead0(Native Method)
at java.net.SocketInputStream.read(Unknown Source)
at java.net.SocketInputStream.read(Unknown Source)
at java.net.SocketInputStream.read(Unknown Source)
at com.nimsoft.nimbus.NimSessionBase.readNimbusHeader(NimSessionBase.java:1064)
at com.nimsoft.nimbus.NimSessionBase.recv(NimSessionBase.java:870)
... 3 more

[Gene Howard]

the probe atgtw 1.1.0 was a partner developed probe from back in 2014.
The atgtw probe requires the following software environment:
■ Nimsoft Monitor Server 6.5 or later
■ Nimsoft Robot 5.32 or later
■ Java Virtual Machine 1.6 or later (typically installed with NMS 5.0 and above)

if you have recently updated it is probably a compatibility issue.



------------------------------
Gene Howard
Principal Support Engineer
Broadcom
------------------------------

[Tim Van Dusen]

We are the partner that hirri02 wrote the software for in 2014.

There is a atgtw-1.1.0-20170119.155527-2 available that incorporates the TLS 1.2 changes. This is version 1.10.build 149047 made available to us January 2017.

That is the last update we've seen. Since Broadcom took over I don't know where to find the marketplace.

[Tim Van Dusen]

Gene, just wondering if you've been able to find anything else out?

It sounds like Richard isn't allowed to be near this. Who would be on your internal development team and have access to the source code?

[David Michel]

Support doesn't have access to dev for Marketplace probes.
Since it is Marketplace, no one on the dev team has it.
Marketplace was removed while still under CA.  
Giving out source code is a violation of our internal guidelines and rules. 
This necessitates re-establishing the partner relationship which initiated the probe development. 
atgtw-1.1.0-20180924.112146-4.zip is the last revision of the probe and a support case will be needed to give it out. 
Another option is for your dev to write a new version of the probe, SDK for probes is available for download.

------------------------------
Support Engineer
Broadcom
------------------------------

[Tim Van Dusen]

Okay, that makes things messy.

Our dev was a CA employee.

We still have a partnership with CA, who was the developer.

I think you and I have already discussed this on a phone call in 2017

I have opened case 20100455 

Thank-you for mentioning the 2018 release, we gave up on support providing help before that September release date because support insisted that the probe was not developed in house.

[David Michel]

The reference is to your dev team.  
Support is only following the guidelines put in place by management. 
Presumably the partner relationship carried over to Broadcom, and you can get further work on this done or at least a later version posted. The online archive still has 1.00, it's under the Partner Developed section.

------------------------------
Support Engineer
Broadcom
------------------------------

[Tim Van Dusen]

Support was finally able to provide atgtw-1.1.0-20180924.112146-4.zip will try it over the weekend and hope it sorts itself out.

[Jason Allen]

I don't know this probe specifically but it looks like it is expecting the custom_1 field on alarms to be populated and it's empty:

Oct 23 14:57:12:671 [attach_clientsession, atgtw] Field for ticket is custom_1, Value is
Oct 23 14:57:12:672 [attach_clientsession, atgtw] [hubpostCallback ()]: Underlying exception : java.lang.NullPointerException

[Tim Van Dusen]

Just confirmed that the custom_1 field is filled with the AutoTask ticket number as a response from the ATGTW SOAP submission.

[Tim Van Dusen]

Our solution:

Upgrade to 20.3.3.

ATGTW now works, just not quite as expected but that might be the User it is running under - all updates go one-way, into Autotask, we haven't had anything come back to nimsoft yet.