I would try updating the controller and hub to version
Original Message:
Sent: 05-20-2020 01:57 PM
From: Shubhojit Shil
Subject: SDGTW probe showing 2 connections
from your sdgtw.cfg you have set the following
queue_name = tickets
do you have this queue setup in the hub? does this show as green on the hub status screen?
--> Yes, Gene. It is there and active but showing in yellow status and queue is piling up. I have checked all sdgtw known issues solutions but still no luck.
one interesting thing, I have observed.
for java jre 1.7, servicenow connection is failing when validating from AC console.
for java jre 1.8 and 2.0, servicenow connection is working when validating from AC console.
same thing is coming up.
Original Message:
Sent: 05-20-2020 01:08 PM
From: Gene HOWARD
Subject: SDGTW probe showing 2 connections
from your sdgtw.cfg you have set the following
queue_name = tickets
do you have this queue setup in the hub?
does this show as green on the hub status screen?
------------------------------
Gene Howard
Principal Support Engineer
Broadcom
Original Message:
Sent: 05-20-2020 01:02 PM
From: Gene HOWARD
Subject: SDGTW probe showing 2 connections
I would set your SDGTw probe to loglevel 5 and logsize 75000 and set the hub loglevel to 3 and logsize to 35000
when the sdgtw tries to connect to the hub check the hub logs and see why it can not connect.
------------------------------
Gene Howard
Principal Support Engineer
Broadcom
Original Message:
Sent: 05-20-2020 12:35 PM
From: Shubhojit Shil
Subject: SDGTW probe showing 2 connections
Infact after the UIM migration, we have created the incident also using sdgtw probe. I have raised the P2 case #31928394 also but no resolution yet.
Original Message:
Sent: 05-20-2020 12:06 PM
From: Shubhojit Shil
Subject: SDGTW probe showing 2 connections
Thank you Gene. I have recently moved CA UIM from windows 2008 to windows 2016 and kept same configurations we had in windows 2008 server.
Hub version 7.96 and sdgtw version 2.22, and servicenow newyork we are using which is compatible with sdgtw 2.22 version.
---
Also is the sdgtw probe installed on the primary hub or a secondary hub or a robot? --> it is in primary hub only.
Looks like you might need to set the HUB path in the sdgtw probe --> that is just for security purpose I didnt share the hub details.
'nametoip' name = '/<hub address>/hub'
Original Message:
Sent: 05-20-2020 11:35 AM
From: Gene HOWARD
Subject: SDGTW probe showing 2 connections
So based on this the 2 connections are not an issue.
There is a problem connecting to the hub queue.
What version of the hub are you using?
What version of ServiceNow are you trying to connect to?
Has this ever worked?
Have you reviewed the trouble shooting sections about java?
http://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/alphabetical-probe-articles/sngtw-servicenow-gateway/sngtw-troubleshooting.html
Also is the sdgtw probe installed on the primary hub or a secondary hub or a robot?
Looks like you might need to set the HUB path in the sdgtw probe
'nametoip' name = '/<hub address>/hub'
------------------------------
Gene Howard
Principal Support Engineer
Broadcom
Original Message:
Sent: 05-20-2020 10:32 AM
From: Shubhojit Shil
Subject: SDGTW probe showing 2 connections
Thanks Gene, just like I have said here. I can see 2 connections in sdgtw probe in sdgtw probe utility.
I have collected the logs for you to check. This article also telling about the same, but we have only 1 hub where this sdgtw probe is installed.
May 20 15:28:25:266 [Thread-53, sdgtw] Still alarmSubscription is either null or not Ok so going to send alarm
May 20 15:28:25:266 [Thread-53, sdgtw] Alarm creation is set to false on Queue Not Subscribed...
May 20 15:28:25:266 [Thread-53, sdgtw] ThreadPool: [Active/Min/Max] [0/15/15], Active: 0, Completed: 0, Task: 0, isShutdown: false, isTerminated: false
May 20 15:28:35:267 [Thread-53, sdgtw] alarmSubscription is either null or not Ok so Reconnecting to hub queue...
May 20 15:28:35:267 [Thread-53, sdgtw] subscribe to queue hub address is /<hub address>/hub
May 20 15:28:35:267 [Thread-53, sdgtw] inside subscribe to queue hub address is /<hub address>
May 20 15:28:35:383 [Thread-53, sdgtw] checkConnection: Got NimException connecting to queue tickets: (4) not found, Received status (4) on response (for sendRcv) for cmd = 'nametoip' name = '/<hub address>/hub'
at com.nimsoft.nimbus.NimSessionBase.sendRcv(NimSessionBase.java:622)
at com.nimsoft.nimbus.NimSessionBase.sendRcv(NimSessionBase.java:573)
at com.nimsoft.nimbus.NimClientSession.send(NimClientSession.java:173)
at com.nimsoft.nimbus.NimRequest.sendImpersonate(NimRequest.java:264)
at com.nimsoft.nimbus.NimRequest.send(NimRequest.java:219)
at com.nimsoft.nimbus.NimSubscribe.<init>(NimSubscribe.java:114)
at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.subscribeToQueue(SDGtwProbe.java:1222)
at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.checkConnection(SDGtwProbe.java:1141)
at com.nimsoft.probe.gateway.sdgtw.SDGtwMonitor.run(SDGtwMonitor.java:41)
May 20 15:28:35:383 [Thread-53, sdgtw] Still alarmSubscription is either null or not Ok so going to send alarm
May 20 15:28:35:383 [Thread-53, sdgtw] Alarm creation is set to false on Queue Not Subscribed...
May 20 15:28:35:383 [Thread-53, sdgtw] ThreadPool: [Active/Min/Max] [0/15/15], Active: 0, Completed: 0, Task: 0, isShutdown: false, isTerminated: false
Original Message:
Sent: 05-20-2020 10:18 AM
From: Gene HOWARD
Subject: SDGTW probe showing 2 connections
So without the .cfg there is no way for us to really provide any details.
You can look at the loglevel 5 logs at startup for the sdgtw to get some additional information as to what might be going on.
When you do an assignment to an alarm what do you see in the sdgtw log file?
You may want to take a look at:
https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=7940
------------------------------
Gene Howard
Principal Support Engineer
Broadcom
Original Message:
Sent: 05-20-2020 07:15 AM
From: Shubhojit Shil
Subject: SDGTW probe showing 2 connections
Hi Team,
I was wondering why incidents are not creating using sdgtw probe, either manually or automatically from AO profile.
When I checked the _status output in probe utility, it was showing 2 connections there, even though I am checked only ServiceNow as an ACTIVE and default SD.
Please help what could be the issue and how to restore the single connection.
sdgtw probe version : 2.22
UIM version : 9.0.2