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Incident not created for UIM alarms

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  • 1.  Incident not created for UIM alarms

    Posted 12-04-2019 10:16 AM

    Processing an event from the queue 'tickets'

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] ALARM UPDATE

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] currentTicketDetails : IN PROGRESS$CASDM

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] old Severity: alarmId : incidentId ::::critical : SZ95876021-08248 : CASDM

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] new Severity: alarmId : incidentId ::::critical : SZ95876021-08248 : CASDM

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] old Message:  alarmId : incidentId ::::BootAlarm: Computer has been rebooted at 2019.12.4 19:30:16 : SZ95876021-08248 : CASDM

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] new message:  alarmId : incidentId ::::BootAlarm: Computer has been rebooted at 2019.12.4 19:30:16 : SZ95876021-08248 : CASDM

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] The Update Alarm Event will not be processed for alarm :SZ95876021-08248with the Ticket Details :IN PROGRESS$CASDM

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] subject..alarm_update

    Dec 04 19:31:13:928 [attach_clientsession, sdgtw] data..PDS [ht={i18n_token=Element [buf=null, pds=null, tpds=null, type=7, value=as#system.cdm.comp_reboot], assigned_accept=Element [buf=null, pds=null, tpds=null, type=1, value=0], arrival=Element [buf=null, pds=null, tpds=null, type=1, value=1575468059], origin=Element [buf=null, pds=null, tpds=null, type=7, value=CHECAUIMHUB01_Pri_hub], custom_4=Element [buf=null, pds=null, tpds=null, type=7, value=IN PROGRESS$CASDM],



  • 2.  RE: Incident not created for UIM alarms

    Posted 12-04-2019 10:30 AM

    Madanraj -

    We would need to see the sdgtw.log file contents which shows the ALARM ASSIGN processing for this alarm to determine why the incident was not created in the configured CASDM service desk application.  It also may be necessary to see the enhanced NIM API logs captured at the same time for the exact reason for the issue.  The sdgtw probe puts the IN PROGRESS$CASDM string in the custom_4 field of the alarm when it first receives the ALARM ASSIGN message for the alarm, then puts a request into the NIM API to create the incident in CASDM.  When the ALARM UPDATE message is received, it looks at the contents of the custom_4 field to identify a corresponding incident in CASDM in case the incident needs to be updated.  Since the incident was not created, the ALARM UPDATE message is not processed because there is no information in the custom_4 alarm field to identify an incident in CASDM.

    Look back through the sdgtw logs to find the ALARM ASSIGN processing for the UIM alarm with nimid of SZ95876021-08248 to determine why the incident was not created in CASDM.



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



  • 3.  RE: Incident not created for UIM alarms

    Posted 12-04-2019 10:39 AM

    AlarmID-SZ95876021-08248  custom_4- IN PROGRESS$CASDM

    Dec 04 20:52:27:560 [Thread-53, sdgtw] Loading cache for 'in progress' closed alarms

    Dec 04 20:52:27:560 [Thread-53, sdgtw] Completed loading cache for 'in progress' closed alarms

    Dec 04 20:52:27:560 [Thread-53, sdgtw] Completed populating initial cache

    Dec 04 20:52:27:560 [Thread-53, sdgtw] Completed reading the configuration properties

    Dec 04 20:52:27:560 [Thread-53, sdgtw] Initiating the Alarm Synchronization

    Dec 04 20:52:27:560 [Thread-53, sdgtw] ServiceDesk mdr_id :HPServiceManager

    Dec 04 20:52:27:561 [Thread-53, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: HPServiceManager

    Dec 04 20:52:27:561 [Thread-53, sdgtw] Done with HPServiceManager

    Dec 04 20:52:27:561 [Thread-53, sdgtw] ServiceDesk mdr_id :ServiceNow

    Dec 04 20:52:27:561 [Thread-53, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: ServiceNow

    Dec 04 20:52:27:561 [Thread-53, sdgtw] Done with ServiceNow

    Dec 04 20:52:27:561 [Thread-53, sdgtw] ServiceDesk mdr_id :SFDCServiceCloud

    Dec 04 20:52:27:561 [Thread-53, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: SFDCServiceCloud

    Dec 04 20:52:27:561 [Thread-53, sdgtw] Done with SFDCServiceCloud

    Dec 04 20:52:27:561 [Thread-53, sdgtw] ServiceDesk mdr_id :Priority

    Dec 04 20:52:27:561 [Thread-53, sdgtw] In validateIntegration method :url is http://localhost:60608/ca-nim-sm/api/v2/config/integration/Priority/testConnection

    Dec 04 20:52:27:561 [Thread-53, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:60608/ca-nim-

     

     

    nimid=SZ95876021-08248, event_type=0, supp_key=host/boot, time_origin=1575468051, tz_offset=-19800, time_received=0, assigned_at=1575468063, met_id=M353D9F4302C57053B2125A82441AD7F4, assigned_to=administrator, severity=critical, nas=CHECAUIMHUB01_Pri_hub, visible=1, level=5, prid=cdm, message=BootAlarm: Computer has been rebooted at 2019.12.4 19:30:16, nimts=1575468051, dev_id=D211E5F51D2B6ED33E0250D59FEC47FC6, probe=cdm, supptime=0, hub=CHECAUIMHUB01_Pri_hub, domain=NPCI_Domain, prevlevel=0, assigned_by=auto-operator, i18n_dsize=172}

    Dec 04 20:52:33:764 [pool-7-thread-6, sdgtw] Target MDR ServiceDesk:null

    Dec 04 20:52:33:764 [pool-7-thread-15, sdgtw] Exception occured in creating the IncidentObject  :null

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] Exception occured in creating the IncidentObject  :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] stderr: java.lang.NullPointerException

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] stderr:    at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.createIncidentObject(AlarmEventProcessor.java:1119)

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] stderr:    at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.processAlarmUpdateEvent(AlarmEventProcessor.java:785)

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] stderr:    at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.run(AlarmEventProcessor.java:113)

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] stderr:    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] stderr:    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] stderr:    at java.lang.Thread.run(Thread.java:745)

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] Into getGroupgroupAssignee with service desk id: IN PROGRESS

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] stderr: java.lang.NullPointerException

    Dec 04 20:52:33:765 [Thread-53, sdgtw] Hub Address in queue Exists  method :hub

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] ##=================In Update by updating the existing incident===========================================##

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] update Incident Object Follows

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] name :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] description :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] assigneeCompany :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] assigneeGroupId :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] affectedCIID :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] severity :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] impact :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] urgency :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] priority :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] assigneeGroup :null

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] ##============================================================##

    Dec 04 20:52:33:765 [pool-7-thread-15, sdgtw] New Group Name in Incident :null

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] stderr:       at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.createIncidentObject(AlarmEventProcessor.java:1119)

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] stderr:       at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.processAlarmUpdateEvent(AlarmEventProcessor.java:785)

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] stderr:       at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.run(AlarmEventProcessor.java:113)

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] stderr:       at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] stderr:       at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] stderr:       at java.lang.Thread.run(Thread.java:745)

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] Into getGroupgroupAssignee with service desk id: IN PROGRESS

    Dec 04 20:52:33:765 [pool-7-thread-6, sdgtw] ##=================In Update by updating the existing




  • 4.  RE: Incident not created for UIM alarms

    Posted 12-04-2019 10:45 AM
    From where I can get these NIM API logs ?

    Please provide the path to get these logs .



  • 5.  RE: Incident not created for UIM alarms

    Posted 12-04-2019 11:28 AM

    Madanraj -

    The new code snippet you posted is not from the ALARM ASSIGN processing of the UIM alarm with nimid = SZ95876021-08248.  Search your sdgtw.log file for the string "ALARM ASSIGN" then look for the nimid SZ95876021-08248 in the lines after it.  You should then see the request to the NIM API to create the incident and the return status from this API.  I suspect that the return status is not 200 which means that an error occurred.   

    The Nim.log files are found in the following directory:

    <installPath>\Nimsoft\probes\gateway\sdgtw\NIMSM_WORKSPACE\webapp\WEB-INF\logs

    However, if you have not modified the <installPath>\Nimsoft\probes\gateway\sdgtw\NIMSM_WORKSPACE\webapp\WEB-INF\config\log4j2.xml file and replaced all instances of the following 2 line:

    level="ERROR"
    level="INFO"

    with the following:

    level="ALL

    then the Nim.log* files will not contain any details to determine the reason that the incident has not been created.

    Your other option is to look at this from the CASDM side.  The following Knowledge Document provides information on the UIM/CASDM integration through the sdgtw probe and contains some troubleshooting tips from the CASDM side as well:

    KB122961 : Configure UIM for SDM integration




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



  • 6.  RE: Incident not created for UIM alarms

    Posted 12-05-2019 12:26 AM

    Dec 05 10:23:29:101 [Priority, sdgtw] Completed synchronizing the incidents for the MDR with id - Priority from 2019-12-05T10:29:58.348+05:30 to 2019-12-05T10:23:28.754+05:30

    Dec 05 10:23:29:101 [Priority, sdgtw] Setting the last synchronized time to 2019-12-05T10:23:28.754+05:30

    Dec 05 10:23:29:101 [Priority, sdgtw] Updating the last sync time in the config file to 2019-12-05T10:23:28.754+05:30

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] Into onMessage

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] Processing an event from the queue 'tickets'

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] ALARM UPDATE

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] currentTicketDetails : IN PROGRESS$CASDM

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] old Severity: alarmId : incidentId ::::major : UL26148336-82162 : CASDM

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] new Severity: alarmId : incidentId ::::critical : UL26148336-82162 : CASDM

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] old Message:  alarmId : incidentId ::::null : UL26148336-82162 : CASDM

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] new message:  alarmId : incidentId ::::Disk free on HYDCLDAEPSLIBTYMAN01 on /home is now 20%, which is below the error threshold (20%) out of total size 9.9 GB : UL26148336-82162 : CASDM

    Dec 05 10:23:30:622 [attach_clientsession, sdgtw] sleeping the current thread as ticket creation/updation is not yet completed

    Dec 05 10:23:34:622 [attach_clientsession, sdgtw] sleeping the current thread as ticket creation/updation is not yet completed

    Dec 05 10:23:37:670 [Thread-56, sdgtw] status of the queue subscription is ok..

    Dec 05 10:23:37:670 [Thread-56, sdgtw] ThreadPool: [Active/Min/Max] [15/15/15], Active: 0, Completed: 138, Task: 138, isShutdown: false, isTerminated: false

    Dec 05 10:23:38:634 [attach_clientsession, sdgtw] sleeping the current thread as ticket creation/updation is not yet completed

    Dec 05 10:23:42:635 [attach_clientsession, sdgtw] sleeping the current thread as ticket creation/updation is not yet completed

    Dec 05 10:23:46:415 [CASDM, sdgtw] Last sync time value is:2019-12-05T10:30:16.075+05:30 : Polling threshold :-7

    Dec 05 10:23:46:415 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true

    Dec 05 10:23:46:415 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2019-12-05T10:30:16.075+05:30

    Dec 05 10:23:46:415 [CASDM, sdgtw] status are[Ljava.lang.Object;@27770c7c

    Dec 05 10:23:46:415 [CASDM, sdgtw] filter status isstatus=closed

    Dec 05 10:23:46:415 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28updatedByUserID%21%3DServiceDesk%29%26%26status%3Dclosed+%26%26+%28updatedTimeStamp%3E%3D2019-12-05T10%3A30%3A16.075%2B05%3A30%29&display=id,status&$lastIndex=147&startIndex=0

    Dec




  • 7.  RE: Incident not created for UIM alarms

    Posted 12-05-2019 12:33 AM
    NIM API logs


    exception message 'java.net.SocketTimeoutException: Read timed out'

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: Problem with 'createIncident';  Printing stack trace if available: null

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.ExceptionFactory.newNormalizationEx(ExceptionFactory.java:37)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.ExceptionFactory.mdrException(ExceptionFactory.java:300)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.GenericSOAPDispatchService.invokeWithRetry(GenericSOAPDispatchService.java:226)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.GenericSOAPDispatchService.doInvoke(GenericSOAPDispatchService.java:200)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.GenericSOAPDispatchService.invoke(GenericSOAPDispatchService.java:194)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMWebService.invoke(CASDMWebService.java:384)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMWebService.createRequest(CASDMWebService.java:1235)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMWebService.createIncident(CASDMWebService.java:1124)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMProvider.createIncident(CASDMProvider.java:870)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMProvider.createCI(CASDMProvider.java:804)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.resources.im.ServiceManagementFactory.createCI(ServiceManagementFactory.java:116)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.resources.im.ServiceManagementFactory.createCI(ServiceManagementFactory.java:185)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: com.ca.integration.normalization.resources.IncidentResource.createCI(IncidentResource.java:107)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: java.lang.reflect.Method.invoke(Method.java:498)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.internal.ResourceMethodInvocationHandlerFactory$1.invoke(ResourceMethodInvocationHandlerFactory.java:81)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher$1.run(AbstractJavaResourceMethodDispatcher.java:144)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.invoke(AbstractJavaResourceMethodDispatcher.java:161)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.internal.JavaResourceMethodDispatcherProvider$TypeOutInvoker.doDispatch(JavaResourceMethodDispatcherProvider.java:205)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.dispatch(AbstractJavaResourceMethodDispatcher.java:99)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.ResourceMethodInvoker.invoke(ResourceMethodInvoker.java:389)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:347)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:102)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.ServerRuntime$2.run(ServerRuntime.java:326)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.internal.Errors$1.call(Errors.java:271)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.internal.Errors$1.call(Errors.java:267)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.internal.Errors.process(Errors.java:315)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.internal.Errors.process(Errors.java:297)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.internal.Errors.process(Errors.java:267)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.process.internal.RequestScope.runInScope(RequestScope.java:317)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.ServerRuntime.process(ServerRuntime.java:305)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.server.ApplicationHandler.handle(ApplicationHandler.java:1154)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.servlet.WebComponent.serviceImpl(WebComponent.java:473)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.servlet.WebComponent.service(WebComponent.java:427)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:388)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:341)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:228)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.servlet.ServletHolder.handle(ServletHolder.java:808)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.servlet.ServletHandler.doHandle(ServletHandler.java:587)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.handler.ScopedHandler.handle(ScopedHandler.java:143)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.security.SecurityHandler.handle(SecurityHandler.java:577)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.session.SessionHandler.doHandle(SessionHandler.java:223)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.handler.ContextHandler.doHandle(ContextHandler.java:1127)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.servlet.ServletHandler.doScope(ServletHandler.java:515)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.session.SessionHandler.doScope(SessionHandler.java:185)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.handler.ContextHandler.doScope(ContextHandler.java:1061)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.handler.ScopedHandler.handle(ScopedHandler.java:141)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.handler.HandlerWrapper.handle(HandlerWrapper.java:97)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.Server.handle(Server.java:497)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.HttpChannel.handle(HttpChannel.java:310)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.server.HttpConnection.onFillable(HttpConnection.java:257)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.io.AbstractConnection$2.run(AbstractConnection.java:540)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.util.thread.QueuedThreadPool.runJob(QueuedThreadPool.java:635)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: org.eclipse.jetty.util.thread.QueuedThreadPool$3.run(QueuedThreadPool.java:555)

    [05/12/19 10:55:45:045 IST] [qtp1461149300-31] ERROR sdm.CASDMProvider: java.lang.Thread.run(Thread.java:745)

    [05/12/19 10:56:08:008 IST] [qtp1461149300-23] ERROR common.GenericSOAPDispatchService: Type of exception thrown in Invoke Try: 'javax.xml.ws.WebServiceException': Unknown problem occurred with  message: 'java.net.SocketTimeoutException: Read timed out'

    [05/12/19 10:56:08:008 IST] [qtp1461149300-23] ERROR common.GenericSOAPDispatchService: javax.xml.ws.WebServiceException thrown in Invoke With Retry: Exception Message: 'java.net.SocketTimeoutException: Read timed out': attempting call #2

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR common.GenericSOAPDispatchService: Type of exception thrown in Invoke Try: 'javax.xml.ws.WebServiceException': Unknown problem occurred with  message: 'java.net.SocketTimeoutException: Read timed out'

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR common.GenericSOAPDispatchService: WebserviceException thrown in Invoke With Retry: Exhausted all retries with exception message 'java.net.SocketTimeoutException: Read timed out'

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: Problem with 'createIncident';  Printing stack trace if available: null

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.ExceptionFactory.newNormalizationEx(ExceptionFactory.java:37)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.ExceptionFactory.mdrException(ExceptionFactory.java:300)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.GenericSOAPDispatchService.invokeWithRetry(GenericSOAPDispatchService.java:226)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.GenericSOAPDispatchService.doInvoke(GenericSOAPDispatchService.java:200)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.common.GenericSOAPDispatchService.invoke(GenericSOAPDispatchService.java:194)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMWebService.invoke(CASDMWebService.java:384)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMWebService.createRequest(CASDMWebService.java:1235)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMWebService.createIncident(CASDMWebService.java:1124)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMProvider.createIncident(CASDMProvider.java:870)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normalization.mdr.ca.sdm.CASDMProvider.createCI(CASDMProvider.java:804)

    [05/12/19 10:56:32:032 IST] [qtp1461149300-23] ERROR sdm.CASDMProvider: com.ca.integration.normaliz




  • 8.  RE: Incident not created for UIM alarms

    Posted 12-05-2019 11:10 AM
    Madanraj -

    From the Nim log file snippet posted, it looks like the sdgtw probe is making the request the create the incident in CASDM, but the request is timing out:

    exception message 'java.net.SocketTimeoutException: Read timed out'

    The probe made the API call to the CASDM service desk application and it has stopped responding so the probe could not create the indicent.

    You need to check with your CASDM Service Desk administrato to review their logs around the times that the sdgtw probe is attempting to created an incident to see why they could not be created.

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



  • 9.  RE: Incident not created for UIM alarms

    Posted 12-06-2019 05:58 AM
    Hi,

    It was working fine still 04-Dec-19 and all of a sudden it stops working.. We haven't any changes in system as well..

    "For Alarm Id: YC05097491-12723 incident creation failed in CASDM with error:{"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"java.net.SocketTimeoutException: Read timed out","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}" this is the error we are getting


  • 10.  RE: Incident not created for UIM alarms

    Posted 12-06-2019 09:29 AM
    the http error 500 is being returned by the service desk side.
    Please check with your service desk manager to review the logs on that side to understand why the request is failing when sent.

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



  • 11.  RE: Incident not created for UIM alarms

    Posted 12-09-2019 03:29 AM
    Hi Gene,

    But not able to see anything on sdm logs. I am checking on stdlog* and not able to find trace related to UIM event


  • 12.  RE: Incident not created for UIM alarms

    Posted 12-06-2019 09:53 AM
    Madanraj -

    See if the following Knowledge Document helps you to resolve this issue:

    KB71343 : UIM is not able to create ticket in SDM

    This indicates an issue with the UIM/CASDM integration with earlier releases of CA SDM (14.1 cum3) and the sdgtw probe (1.40) and may not be relevant.  In that case, you will need to work with your CASDM administrator to find out why attempts to create incidents in the configured CASDM service desk are now timing out.

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



  • 13.  RE: Incident not created for UIM alarms

    Posted 12-09-2019 03:30 AM
    Hi,

    Provided link didn't helped us


  • 14.  RE: Incident not created for UIM alarms
    Best Answer

    Posted 12-09-2019 10:04 AM

    Madanraj -

    You need to work with your CA SDM administrator to determine why the sdgtw probe is now getting Read timed out errors when trying to create incidents in CA SDM.  The following Knowledge Document contains a Word Doc which contains troubleshooting steps for both the sdgtw probe and CA SDM that you can use to track this down:

    KB122961 : Configure UIM for SDM integration



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