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

[kamal rath]

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)

sngtw.txt   75 KB 1 version

[Franklin Ravi D'souza]

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

[kamal rath]

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

[Vivek Bhosale]

Hi Kamal,

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

Regards
Vivek