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On clearing incident, alarm is not changed to resolved in servicenow

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  • 1.  On clearing incident, alarm is not changed to resolved in servicenow

    Posted 11-28-2019 01:18 PM
      |   view attached
    Hi Team,

    We have ingerated UIM 9.2 to Servicenow using sngtw probe. Now incidents are getting created but when acknowledge any event in UIM the corresponding is not changed to resolved state. We have also enabled the keys like subscribe_alarm_updates value to 1 and subscribe_alarm_closure value to 1. Still the issue is not resolved. Could you please suggest on this issue.

    Attachment(s)

    txt
    sngtw.txt   75K 1 version


  • 2.  RE: On clearing incident, alarm is not changed to resolved in servicenow

    Posted 11-28-2019 03:35 PM
    Hi

    Can also verify below

    Update Incident Status
    https://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-advanced-configuration.html#concept.dita_0cc199ef1ef4013f6e0337d4faca09e8dfa2771c_UpdateIncidentStatus

    Ensure both Service Now and the sngtw probe are running under the same time zone.
    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=37203


  • 3.  RE: On clearing incident, alarm is not changed to resolved in servicenow

    Posted 11-28-2019 03:57 PM
    Hi,

    We have already set this key - on_cleared_alarm value to resolved and both sngtw and servicenow on same time zone, but no luck

    Thanks
    KR


  • 4.  RE: On clearing incident, alarm is not changed to resolved in servicenow
    Best Answer

    Posted 11-29-2019 01:38 AM
    Hi Kamal,

    Can you please check whether the service-now user(monitoring user) has resolver rights to resolve the incident.

    Regards
    Vivek