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Sdgtw probe is not generating incidents in CA Service Desk Management

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  • 1.  Sdgtw probe is not generating incidents in CA Service Desk Management

    Posted 06-26-2020 01:48 PM
    Edited by Eduardo Crimaldi 06-26-2020 02:20 PM
    We carry out the integration between UIM and SD using the sdgtw probe.
    We tried to have the alarms generated in the UIM generate tickets on the Service Desk side but this has not been possible.

    The environment is as follows:

    UIM v 20.1 (WS 2016)
    CA Service Desk v 17.2.0. 6 (WS 2016)

    sdgtw Probe v 22.2
    The probe was deployed at the primary hub robot.

    We did the mapping of the mandatory fields for the generation of the incident tickets.

    The connection was or is successfully made according to the sdgtw log, however there is no proof that when generating a test alarm, an incident will appear at the service desk.

    It is important to mention that SD is via HTTPS and UIM by HTTP.

    Does anyone have any idea what the failure or error or configuration may be that has not been made?
    Jun 23 20:33:32:811 [Thread-880, sdgtw] Done with ServiceNow 
    Jun 23 20:33:32:812 [Thread-880, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: SFDCServiceCloud 
    Jun 23 20:33:32:812 [Thread-880, sdgtw] Done with SFDCServiceCloud 
    Jun 23 20:33:32:812 [Thread-880, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: SapSolManagerITSM 
    Jun 23 20:33:32:812 [Thread-880, sdgtw] Done with SapSolManagerITSM 
    Jun 23 20:33:32:813 [Thread-880, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: ServiceAide 
    Jun 23 20:33:32:813 [Thread-880, sdgtw] Done with ServiceAide 
    Jun 23 20:33:32:813 [Thread-880, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: BMCRemedy 
    Jun 23 20:33:32:813 [Thread-880, sdgtw] Done with BMCRemedy 
    Jun 23 20:33:33:035 [Thread-880, sdgtw] Connection to MDR CASDM was successful ! 
    Jun 23 20:33:33:035 [Thread-880, sdgtw] Done with CASDM 
    Jun 23 20:33:33:035 [Thread-880, sdgtw] Done with Alarm Synchronization 
    Jun 23 20:33:33:035 [Thread-880, sdgtw] One or more Valid SD connection exists. Also able to connect to default Service Desk instanceCASDM 
    Jun 23 20:33:34:816 [Thread-880, sdgtw] Exception reprocessing the 'In Progress' events. Details - (4) not found, Received status (4) on response (for sendRcv) for cmd = 'db_query' name = 'null' 
    	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.cet.util.UIMAlarmServerUtils.executeQuery(UIMAlarmServerUtils.java:40) 
    	at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.getInProgressAlarms(SDGtwProbe.java:1601) 
    	at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.doit(SDGtwProbe.java:1009) 
    	at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.initializeAndConfigureNim(SDGtwProbe.java:197) 
    	at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.access$000(SDGtwProbe.java:70) 
    	at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe$1.run(SDGtwProbe.java:132) 
    	at java.lang.Thread.run(Thread.java:748) 
    Jun 23 20:33:34:822 [Thread-880, sdgtw] subscribe to queue hub address is hub ​

    Probe sdgtw Setup

    Connection Details and field mapping


    ------------------------------
    Eduardo Crimaldi
    IT Consultant
    IT Business Solutions DEF
    ------------------------------


  • 2.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Broadcom Employee
    Posted 06-26-2020 02:23 PM

    You currently have the sdgtw probe configured to process UIM alarms that have been assigned to the administrator user.  Did you assign the administrator user to your test alarm?

    If you did and you do not see a ticket created for the alarm in your configured CASDM instance, then you would need to increase the sdgtw probe's loglevel tp 5 and logsize to 80000, then reproduce the issue.

    The loglevel of the sdgtw.log file posted is too low (set to 2) and only covers the probe initialization which shows that everything is fine through the startup.  It would be necessary to see the loglevel 5 logs when processing the new ASSIGN alarm to see why tickets are not being created in CASDM.



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



  • 3.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Posted 06-26-2020 03:38 PM
    Hi Kathy, I did assign the alarm to the administrator

    Let me attach the Log at level 5.
    Jun 26 15:34:50:973 [main, sdgtw] mdr_id :ServiceAide 
    Jun 26 15:34:50:973 [main, sdgtw] *********** DEFAULT SERVICE DESK INSTANCE ************************* 
    Jun 26 15:34:50:973 [main, sdgtw] NOT Configuring DEFAULT Service desk instance as it is NOT ACTIVE: ServiceAide 
    Jun 26 15:34:50:973 [main, sdgtw] ***********DONE****************************** 
    Jun 26 15:34:50:973 [main, sdgtw] fullSDList [BMCRemedy, CASDM] 
    Jun 26 15:34:50:973 [main, sdgtw] sdClonedFrom [] 
    Jun 26 15:34:50:973 [main, sdgtw] cloned_from : 
    Jun 26 15:34:50:973 [main, sdgtw] mdr_id :BMCRemedy 
    Jun 26 15:34:50:974 [main, sdgtw] *********** DEFAULT SERVICE DESK INSTANCE ************************* 
    Jun 26 15:34:50:974 [main, sdgtw] NOT Configuring DEFAULT Service desk instance as it is NOT ACTIVE: BMCRemedy 
    Jun 26 15:34:50:974 [main, sdgtw] ***********DONE****************************** 
    Jun 26 15:34:50:974 [main, sdgtw] fullSDList [CASDM] 
    Jun 26 15:34:50:974 [main, sdgtw] sdClonedFrom [] 
    Jun 26 15:34:50:974 [main, sdgtw] cloned_from : 
    Jun 26 15:34:50:974 [main, sdgtw] mdr_id :CASDM 
    Jun 26 15:34:50:974 [main, sdgtw] Configuring Service desk instance as it is ACTIVE: CASDM 
    Jun 26 15:34:50:974 [main, sdgtw] Inside doNimConfigurations(String, SDGtwConfig) method. serviceDesk CASDM 
    Jun 26 15:34:50:997 [main, sdgtw] Value of use_rest in doNimConfigurations is true 
    Jun 26 15:34:51:007 [main, sdgtw] Connection Details :{Host_SOAP=SADCWHD01,userNameTranslation=true,Protocol_REST=http,DefaultAttachmentRepositoryName=Service Desk,ProxyPassword=,Host_REST=SADCWHD01,ProxyUser=,Port_REST=8050,Protocol_SOAP=http,groupNameTranslation=true,ProxyServer=,CASDMClientURL=<casdm-client-url>,Username=ServiceDesk,Port_SOAP=8080,categoryNameTranslation=true,ciNameTranslation=true,ProxyPort=,} 
    Jun 26 15:34:51:014 [main, sdgtw] putRequest :PUT /ca-nim-sm/api/v2/config/integration/CASDM HTTP/1.1 
    Jun 26 15:34:52:013 [qtp1173643169-22, sdgtw] stderr: log4j:WARN No appenders could be found for logger (org.apache.commons.httpclient.params.DefaultHttpParams). 
    Jun 26 15:34:52:013 [qtp1173643169-22, sdgtw] stderr: log4j:WARN Please initialize the log4j system properly. 
    Jun 26 15:34:52:013 [qtp1173643169-22, sdgtw] stderr: log4j:WARN See http://logging.apache.org/log4j/1.2/faq.html#noconfig for more info. 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : severity_f 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : impact 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : rootcause 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : outage_end_time 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : orig_user_cost_center 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : sap_os 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : zres 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : last_mod_dt 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : extern_ref_f 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : zmeth_report 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : active 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : support_lev 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : new_delay_log 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : group_prev 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : init_urg 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : caextwf_instance_id 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : urgency_f 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : outage_detail_what 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : add_property_persids 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : recursive_f 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : heat 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : act_log 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : affected_service 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : target_start_last 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : audit_userid_f 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : act_log_all 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : affected_resource 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : major_incident_f 
    Jun 26 15:34:55:697 [main, sdgtw] populateSDFields MDRField : reminder_duration 
    Jun 26 15:34:55:697 [main, sdgtw] Tenant Mapping not found Removing Tenant Mapping MDR..CASDM 
    Jun 26 15:34:55:697 [main, sdgtw] :: Going to get output stream on this connection :: 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : zorg_vp 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : target_closed_count 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : sap_systyp 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : incident_priority 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : status_prev 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : avoided_by_kd 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : zcasc_ticket_flag 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : ztipo_requer 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : zbitacora 
    Jun 26 15:34:55:696 [main, sdgtw] populateSDFields MDRField : new_affected_resource 
    Jun 26 15:34:59:591 [main, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 26 15:34:59:592 [main, sdgtw] Tenant Mapping Removed Successfully MDR CASDM 
    Jun 26 15:34:59:592 [main, sdgtw] After configuring NIM 
    Jun 26 15:34:59:592 [main, sdgtw] addDefaultProbeConfigurationToGraph: After configureNIM() 
    Jun 26 15:34:59:592 [main, sdgtw] addDefaultProbeConfigurationToGraph: Before addCustomSetupProperties() 
    Jun 26 15:34:59:592 [main, sdgtw] Before calling buildProbeInfoCategory() [Probe Config selection] 
    Jun 26 15:34:59:592 [main, sdgtw] =========== begin buildProbeInfoCategory() ======== 
    Jun 26 15:34:59:601 [main, sdgtw] Entered buildServiceDesksOption ServiceDeskList :[HPServiceManager, ServiceNow, SFDCServiceCloud, SapSolManagerITSM, ServiceAide, BMCRemedy, CASDM] 
    Jun 26 15:34:59:601 [main, sdgtw] i 0 ServiceDesk  HPServiceManager 
    Jun 26 15:34:59:602 [main, sdgtw] i 1 ServiceDesk  ServiceNow 
    Jun 26 15:34:59:602 [main, sdgtw] i 2 ServiceDesk  SFDCServiceCloud 
    Jun 26 15:34:59:602 [main, sdgtw] i 3 ServiceDesk  SapSolManagerITSM 
    Jun 26 15:34:59:602 [main, sdgtw] i 4 ServiceDesk  ServiceAide 
    Jun 26 15:34:59:602 [main, sdgtw] i 5 ServiceDesk  BMCRemedy 
    Jun 26 15:34:59:602 [main, sdgtw] i 6 ServiceDesk  CASDM 
    Jun 26 15:34:59:603 [main, sdgtw] default_target_mdr CASDM 
    Jun 26 15:34:59:604 [main, sdgtw] default_target_mdr CASDMdefault value from control CASDM 
    Jun 26 15:34:59:604 [main, sdgtw] Entered buildServiceDesksOption ServiceDeskList :[Resolved, Closed] 
    Jun 26 15:34:59:604 [main, sdgtw] i 0 IncidentResStatus  Resolved 
    Jun 26 15:34:59:604 [main, sdgtw] i 1 IncidentResStatus  Closed 
    Jun 26 15:34:59:604 [main, sdgtw] severityOfAlarmCreatedDuringFailure value is Information 
    Jun 26 15:34:59:899 [main, sdgtw] =========== START: Scheduling DataCollectors for Resources ======== 
    Jun 26 15:34:59:900 [main, sdgtw] SCHEDULER: using scheduler_thread_pool_size = 3 
    Jun 26 15:34:59:900 [main, sdgtw] =========== DONE: Scheduling DataCollectors for Resources ======== 
    Jun 26 15:34:59:900 [main, sdgtw] =========== DONE: Reading configuration files and setting monitors ======== 
    Jun 26 15:34:59:900 [main, sdgtw] =========== DONE: Finished startupAndRestartInitialization ======== 
    Jun 26 15:34:59:901 [Thread-53, sdgtw] nimInitialized true NIM seems to already initialized 
    Jun 26 15:34:59:901 [Thread-53, sdgtw] NIM is already configured and this call is mostly happening during probe START UP so NOT configuring nimConfigured = true. But it should be configured in all subsequent calls, so mark nimConfigured false 
    Jun 26 15:34:59:901 [Thread-53, sdgtw] After updating nimConfigured = false 
    Jun 26 15:34:59:901 [Thread-53, sdgtw] Reading the configuration properties 
    Jun 26 15:34:59:901 [Thread-53, sdgtw] pollingInterval:30000 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] nas Address in UIM:nas 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Create incident on severity change false 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Auto Alarm Close - true 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Auto Ticket Close - false 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Max Tickets per Iteration - 94 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Max number of retries - 3 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Complete Pending tasks during shutdown - false 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Threshold time for polling - 0 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Alarm creation on Failure - false 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Group Alarms on Failure - true 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Subsystem ID of the Alarm created during Failure - sdgtw 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Severity of the Alarm created during Failure - Information 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Retry interval - 4000 
    Jun 26 15:34:59:904 [Thread-53, sdgtw] Add comment on Ticket Close - false 
    Jun 26 15:34:59:905 [Thread-53, sdgtw] ThreadPool Details: Min - 5, Max - 15 
    Jun 26 15:34:59:905 [Thread-53, sdgtw] Jetty ThreadPool Details: Min - 30, Max - 200 
    Jun 26 15:34:59:905 [Thread-53, sdgtw] Value of Use Rest Boolean true 
    Jun 26 15:34:59:905 [Thread-53, sdgtw] connection_read_timeout:180000 
    Jun 26 15:34:59:905 [Thread-53, sdgtw] connection_connect_timeout:180000 
    Jun 26 15:34:59:905 [Thread-53, sdgtw] only_incident_number_in_alarm_field :  
    Jun 26 15:34:59:905 [Thread-53, sdgtw] sn_close_incident_state_value :  
    Jun 26 15:34:59:905 [Thread-53, sdgtw] sn_customized_status :  
    Jun 26 15:34:59:905 [Thread-53, sdgtw] date_format : dd/MM/yy HH:mm:ss 
    Jun 26 15:34:59:905 [Thread-53, sdgtw] enabled_tkts_for_alarm_severity : information,minor,major,warning,critical 
    Jun 26 15:34:59:909 [Thread-53, sdgtw] Populating initial cache using the nasQuery SELECT nimid,custom_4 FROM NAS_ALARMS  where custom_4 is not null 
    Jun 26 15:34:59:909 [Thread-53, sdgtw] Into Execute Query:SELECT nimid,custom_4 FROM NAS_ALARMS  where custom_4 is not null 
    Jun 26 15:35:01:575 [Thread-53, sdgtw] Done with BMCRemedy 
    Jun 26 15:35:01:575 [Thread-53, sdgtw] ServiceDesk mdr_id :CASDM 
    Jun 26 15:35:01:575 [Thread-53, sdgtw] In validateIntegration method :url is http://localhost:57438/ca-nim-sm/api/v2/config/integration/CASDM/testConnection 
    Jun 26 15:35:01:575 [Thread-53, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:57438/ca-nim-sm/api/v2/config/integration/CASDM/testConnection :: CASDM 
    Jun 26 15:35:01:975 [Thread-53, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 26 15:35:01:982 [Thread-53, sdgtw] Connection to MDR CASDM was successful ! 
    Jun 26 15:35:01:982 [Thread-53, sdgtw] Starting Incident to Alarm Sync Thread for Service Desk CASDM 
    Jun 26 15:35:01:984 [Thread-53, sdgtw] Setting the lastSynTime to 2020-06-26T15:34:36.684-04:00 
    Jun 26 15:35:01:985 [Thread-53, sdgtw] Done with CASDM 
    Jun 26 15:35:01:985 [Thread-53, sdgtw] Done with Alarm Synchronization 
    Jun 26 15:35:01:985 [Thread-53, sdgtw] One or more Valid SD connection exists. Also able to connect to default Service Desk instanceCASDM 
    Jun 26 15:35:01:985 [Thread-53, sdgtw] In ClearSDConnectionFailureAlarm: Queue is not subscribed as there is no valid Service Desk connection. Please check Service Desk connection details or configure service desk(s) 
    Jun 26 15:35:01:986 [Thread-53, sdgtw] Inside createOrUpdateAlarm: alarm message is:Queue is not subscribed as there is no valid Service Desk connection. Please check Service Desk connection details or configure service desk(s)supp key issdgtw-sd-con-failure 
    Jun 26 15:35:01:992 [Thread-53, sdgtw] Alarm created for failure scenario: DQ90853643-84132 
    Jun 26 15:35:02:001 [CASDM, sdgtw] Last sync time value is:2020-06-26T15:34:36.684-04:00 : Polling threshold :0 
    Jun 26 15:35:02:001 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true 
    Jun 26 15:35:02:001 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2020-06-26T15:34:36.684-04:00 
    Jun 26 15:35:02:002 [CASDM, sdgtw] status are[Ljava.lang.Object;@73ed69ae 
    Jun 26 15:35:02:002 [CASDM, sdgtw] filter status is(status=resolved||status=closed) 
    Jun 26 15:35:02:002 [CASDM, sdgtw] Incident updated by any user 
    Jun 26 15:35:02:002 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A34%3A36.684-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 26 15:35:02:004 [Thread-53, sdgtw] Subscribing to queue tickets 
    Jun 26 15:35:02:004 [Thread-53, sdgtw] Inside initiateThreadPoolMonitoring 
    Jun 26 15:35:02:004 [CASDM, sdgtw] In NIMClient method :url is http://localhost:57438/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A34%3A36.684-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 26 15:35:02:004 [CASDM, sdgtw] MDR ID is CASDM 
    Jun 26 15:35:02:005 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:57438/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A34%3A36.684-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 :: CASDM 
    Jun 26 15:35:02:005 [Thread-53, sdgtw] Processing the events initiated but not completed by the probe 
    Jun 26 15:35:02:005 [Thread-53, sdgtw] Into get InProgress Alarms  
    Jun 26 15:35:02:005 [Thread-53, sdgtw] Populating initial cache using the nasQuery SELECT * FROM NAS_ALARMS  where custom_4 like '%IN PROGRESS%' 
    Jun 26 15:35:02:005 [Thread-53, sdgtw] Into Execute Query:SELECT * FROM NAS_ALARMS  where custom_4 like '%IN PROGRESS%' 
    Jun 26 15:35:02:006 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [0/15/15], Active: 0, Completed: 0, Task: 0, isShutdown: false, isTerminated: false 
    Jun 26 15:35:01:575 [Thread-53, sdgtw] Done with ServiceAide 
    Jun 26 15:35:01:575 [Thread-53, sdgtw] ServiceDesk mdr_id :BMCRemedy 
    Jun 26 15:35:01:575 [Thread-53, sdgtw] Servicedesk connection is not validated as it is NOT ACTIVE: BMCRemedy 
    Jun 26 15:35:02:323 [CASDM, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 26 15:35:02:358 [CASDM, sdgtw] Incident found for closing [] 
    Jun 26 15:35:02:358 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0 
    Jun 26 15:35:02:358 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-06-26T15:34:36.684-04:00 to 2020-06-26T15:35:01.985-04:00 
    Jun 26 15:35:02:358 [CASDM, sdgtw] Setting the last synchronized time to 2020-06-26T15:35:01.985-04:00 
    Jun 26 15:35:02:358 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-06-26T15:35:01.985-04:00 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] stderr: 	at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] stderr: 	at java.lang.Thread.run(Thread.java:748) 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] Into getGroupgroupAssignee with service desk id: IN PROGRESS 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] ##=================In Update by updating the existing incident===========================================## 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] update Incident Object Follows 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] name :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] description :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] assigneeCompany :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] assigneeGroupId :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] affectedCIID :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] severity :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] impact :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] urgency :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] priority :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] assigneeGroup :null 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] ##============================================================## 
    Jun 26 15:35:03:675 [pool-7-thread-2, sdgtw] New Group Name in Incident :null 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] There are 23 queues 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Queue /postroute/data_engine found 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Couldn't find /tickets 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Queue /postroute/nas found 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Queue /postroute/alarm_enrichment found 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Queue /postroute/tot_rule_config found 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Queue /postroute/baseline_engine.BASELINE_CONFIG found 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Queue /postroute/prediction_engine.PREDICTION_CONFIG found 
    Jun 26 15:35:03:681 [Thread-53, sdgtw] Queue /postroute/probeDiscovery found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/udm_inventory found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Couldn't find /tickets 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/action_manager found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/legacy_alarm_manager found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/alarm_manager found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/ems_uim_db_sync found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/ems found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/event_manager found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/policy_management found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/alarm_sadcwmo11 found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/alarm_sadcwmo12 found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/qos_sadcwmo11 found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/qos_sadcwmo12 found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/audit found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/qos_processor_qos_message found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/qos_processor_qos_baseline found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue /postroute/tickets found 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] Queue tickets found, type = attach, subject = alarm_assign,alarm_close,alarm_update 
    Jun 26 15:35:03:682 [Thread-53, sdgtw] subscribe to queue hub address is hub 
    Jun 26 15:35:12:006 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:35:12:006 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false 
    Jun 26 15:35:22:006 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:35:22:006 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false 
    Jun 26 15:35:32:006 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:35:32:006 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false 
    Jun 26 15:35:32:364 [CASDM, sdgtw] Last sync time value is:2020-06-26T15:35:01.985-04:00 : Polling threshold :0 
    Jun 26 15:35:32:364 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true 
    Jun 26 15:35:32:364 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2020-06-26T15:35:01.985-04:00 
    Jun 26 15:35:32:364 [CASDM, sdgtw] status are[Ljava.lang.Object;@11f55d07 
    Jun 26 15:35:32:364 [CASDM, sdgtw] filter status is(status=resolved||status=closed) 
    Jun 26 15:35:32:364 [CASDM, sdgtw] Incident updated by any user 
    Jun 26 15:35:32:365 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A35%3A01.985-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 26 15:35:32:365 [CASDM, sdgtw] In NIMClient method :url is http://localhost:57438/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A35%3A01.985-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 26 15:35:32:365 [CASDM, sdgtw] MDR ID is CASDM 
    Jun 26 15:35:32:365 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:57438/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A35%3A01.985-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 :: CASDM 
    Jun 26 15:35:32:536 [CASDM, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 26 15:35:32:554 [CASDM, sdgtw] Incident found for closing [] 
    Jun 26 15:35:32:554 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0 
    Jun 26 15:35:32:554 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-06-26T15:35:01.985-04:00 to 2020-06-26T15:35:32.364-04:00 
    Jun 26 15:35:32:554 [CASDM, sdgtw] Setting the last synchronized time to 2020-06-26T15:35:32.364-04:00 
    Jun 26 15:35:32:554 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-06-26T15:35:32.364-04:00 
    Jun 26 15:35:42:007 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:35:42:007 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false 
    Jun 26 15:35:52:008 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:35:52:008 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false 
    Jun 26 15:36:02:009 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:36:02:009 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false 
    Jun 26 15:36:02:558 [CASDM, sdgtw] Last sync time value is:2020-06-26T15:35:32.364-04:00 : Polling threshold :0 
    Jun 26 15:36:02:558 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true 
    Jun 26 15:36:02:558 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2020-06-26T15:35:32.364-04:00 
    Jun 26 15:36:02:558 [CASDM, sdgtw] status are[Ljava.lang.Object;@61816919 
    Jun 26 15:36:02:558 [CASDM, sdgtw] filter status is(status=resolved||status=closed) 
    Jun 26 15:36:02:558 [CASDM, sdgtw] Incident updated by any user 
    Jun 26 15:36:02:559 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A35%3A32.364-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 26 15:36:02:559 [CASDM, sdgtw] In NIMClient method :url is http://localhost:57438/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A35%3A32.364-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 26 15:36:02:559 [CASDM, sdgtw] MDR ID is CASDM 
    Jun 26 15:36:02:559 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:57438/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-26T15%3A35%3A32.364-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 :: CASDM 
    Jun 26 15:36:02:722 [CASDM, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 26 15:36:02:735 [CASDM, sdgtw] Incident found for closing [] 
    Jun 26 15:36:02:736 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0 
    Jun 26 15:36:02:736 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-06-26T15:35:32.364-04:00 to 2020-06-26T15:36:02.558-04:00 
    Jun 26 15:36:02:736 [CASDM, sdgtw] Setting the last synchronized time to 2020-06-26T15:36:02.558-04:00 
    Jun 26 15:36:02:736 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-06-26T15:36:02.558-04:00 
    Jun 26 15:36:12:009 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:36:12:009 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false 
    Jun 26 15:36:22:009 [Thread-55, sdgtw] status of the queue subscription is ok.. 
    Jun 26 15:36:22:009 [Thread-55, sdgtw] ThreadPool: [Active/Min/Max] [2/15/15], Active: 0, Completed: 2, Task: 2, isShutdown: false, isTerminated: false ​




    ------------------------------
    IT Consultant
    ITBScorp
    ------------------------------



  • 4.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Broadcom Employee
    Posted 06-26-2020 06:42 PM

    Eduardo -

    The sdgtw.log file outputs you posted do not show the probe processing any NEW alarms.

    Delete your 2 test alarms, create a new test alarm, then assign the mew test alarm to the administrator.

    Wait a few minutes,then look for the nimid of the alarm in the sdgtw.log file.  You can get the nimid of the alarm from the details of the alarm opened from Infrastructure Manager (IM).

    The logs should show you if there are any issues with creating the ticket in your configured CASDM instance or if it was successful.

    When the new alarm is first processed by the sdgtw probe, you should see a string that includes "IN_PROGRESS" in the custom_4 field of the test alarm when viewed in IM.  If a ticket is created successfully the custom_4 alarm field will be updated with the information that sdgtw probe uses to identify this alarm.  Included in that string will be the CASDM incident number.



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



  • 5.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Posted 06-27-2020 01:30 PM
    Hi Kathy

    I do exactly what you say

    Let me show you what the sdgtw test log writes now


    Jun 27 13:18:39:802 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A18%3A09.425-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:18:39:802 [CASDM, sdgtw] In NIMClient method :url is http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A18%3A09.425-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:18:39:802 [CASDM, sdgtw] MDR ID is CASDM 
    Jun 27 13:18:39:802 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A18%3A09.425-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 :: CASDM 
    Jun 27 13:18:40:116 [CASDM, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 27 13:18:40:119 [CASDM, sdgtw] Incident found for closing [] 
    Jun 27 13:18:40:119 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0 
    Jun 27 13:18:40:119 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-06-27T13:18:09.425-04:00 to 2020-06-27T13:18:39.802-04:00 
    Jun 27 13:18:40:119 [CASDM, sdgtw] Setting the last synchronized time to 2020-06-27T13:18:39.802-04:00 
    Jun 27 13:18:40:119 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-06-27T13:18:39.802-04:00 
    Jun 27 13:18:42:995 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:18:42:995 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [3/15/15], Active: 0, Completed: 3, Task: 3, isShutdown: false, isTerminated: false 
    Jun 27 13:18:50:635 [attach_clientsession, sdgtw] Into onMessage 
    Jun 27 13:18:50:635 [attach_clientsession, sdgtw] Processing an event from the queue 'tickets' 
    Jun 27 13:18:50:635 [attach_clientsession, sdgtw] Ignoring the event as the event does not have value for 'nimid' attribute 
    Jun 27 13:18:52:995 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:18:52:995 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [3/15/15], Active: 0, Completed: 3, Task: 3, isShutdown: false, isTerminated: false 
    Jun 27 13:19:02:996 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:19:02:996 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [3/15/15], Active: 0, Completed: 3, Task: 3, isShutdown: false, isTerminated: false 
    Jun 27 13:19:05:048 [attach_clientsession, sdgtw] Into onMessage 
    Jun 27 13:19:05:048 [attach_clientsession, sdgtw] Processing an event from the queue 'tickets' 
    Jun 27 13:19:05:048 [attach_clientsession, sdgtw] Ignoring the event as the event does not have value for 'nimid' attribute 
    Jun 27 13:19:10:122 [CASDM, sdgtw] Last sync time value is:2020-06-27T13:18:39.802-04:00 : Polling threshold :0 
    Jun 27 13:19:10:122 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true 
    Jun 27 13:19:10:122 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2020-06-27T13:18:39.802-04:00 
    Jun 27 13:19:10:122 [CASDM, sdgtw] status are[Ljava.lang.Object;@67d537af 
    Jun 27 13:19:10:122 [CASDM, sdgtw] filter status is(status=resolved||status=closed) 
    Jun 27 13:19:10:122 [CASDM, sdgtw] Incident updated by any user 
    Jun 27 13:19:10:122 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A18%3A39.802-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:19:10:122 [CASDM, sdgtw] In NIMClient method :url is http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A18%3A39.802-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:19:10:122 [CASDM, sdgtw] MDR ID is CASDM 
    Jun 27 13:19:10:122 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A18%3A39.802-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 :: CASDM 
    Jun 27 13:19:10:428 [CASDM, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 27 13:19:10:429 [CASDM, sdgtw] Incident found for closing [] 
    Jun 27 13:19:10:429 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0 
    Jun 27 13:19:10:429 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-06-27T13:18:39.802-04:00 to 2020-06-27T13:19:10.122-04:00 
    Jun 27 13:19:10:429 [CASDM, sdgtw] Setting the last synchronized time to 2020-06-27T13:19:10.122-04:00 
    Jun 27 13:19:10:429 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-06-27T13:19:10.122-04:00 
    Jun 27 13:19:12:996 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:19:12:996 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [3/15/15], Active: 0, Completed: 3, Task: 3, isShutdown: false, isTerminated: false 
    Jun 27 13:19:22:997 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:19:22:997 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [3/15/15], Active: 0, Completed: 3, Task: 3, isShutdown: false, isTerminated: false 
    Jun 27 13:19:32:997 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:19:32:997 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [3/15/15], Active: 0, Completed: 3, Task: 3, isShutdown: false, isTerminated: false 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] name :Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] description :Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] assigneeCompany : 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] assigneeGroupId : 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] affectedCIID : 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] severity :AllHandsEscalation 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] impact :Entireorganization 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] urgency :Immediate 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] priority :HIGHPriority 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] assigneeGroup :Servicios y aplicaciones 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] customField :null 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] ##============================================================## 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] mdrid :: [CASDM] url in POST :: [http://localhost:56795/ca-nim-sm/api/v2/Incident] 
    Jun 27 13:19:36:036 [pool-21-thread-4, sdgtw] payload/Content-Length :: 1012 
    Jun 27 13:19:36:036 [pool-21-thread-4, sdgtw] payload for create is{"rowId":"","affectedCIID":"","affectedServiceCIID":"","affectedCIName":"","affectedServiceName":"","assigneeUserID":"administrator","description":"Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft","impact":"Entireorganization","name":"Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft","priority":"HIGHPriority","severity":"AllHandsEscalation","status":"","urgency":"Immediate","ticketID":"","ticketType":"","assigneeCompany":"","assigneeGroup":"Servicios y aplicaciones","assigneeGroupId":"","category":"1593278363","subCategory":"","ciType":"","closedByUserID":"","creationUserID":"","customProperties":[],"impactedUserContactPhone":"","impactedUserFirstName":"","affectedEndUserID":"administrator","impactedUserLastName":"","impactedUserLocation":"","impactedUserOrganization":"","incidentType":"","reportedByUserID":"","resolution":"","resolutionFixType":"","resolvedByUserID":"" 
    "originatingID":"","templateID":"","updatedByUserID":""} 
    Jun 27 13:19:36:037 [pool-21-thread-4, sdgtw] :: Going to get output stream on this connection :: 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] Target MDR ServiceDesk:com.nimsoft.probe.gateway.sdgtw.model.ServiceDesk@2e439a24 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] Default Case 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] Into getGroupgroupAssignee with service desk id: CASDM 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] servicedeskheadername value isCASDM 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] Current Severity is null, getting the default Group Name 
    Jun 27 13:19:36:035 [pool-21-thread-4, sdgtw] Incident Object Follows 
    Jun 27 13:19:39:331 [pool-21-thread-4, sdgtw] responseCode :: [500] response message :: [Internal Server Error] 
    Jun 27 13:19:39:331 [pool-21-thread-4, sdgtw] Error while calling the createIncident of 'nimClient'java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"Error setting attr 'category' on object 'cr:8923891' to value '1593278363' NOT FOUND 1593278363","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}
     
    	at com.ca.integration.normalization.client.HttpRequestHandler.parseResponse(HttpRequestHandler.java:182) 
    	at com.ca.integration.normalization.client.HttpRequestHandler.submit(HttpRequestHandler.java:93) 
    	at com.ca.integration.normalization.client.HttpRequestHandler.post(HttpRequestHandler.java:75) 
    	at com.ca.integration.normalization.client.NIMRestClient.create(NIMRestClient.java:106) 
    	at com.ca.integration.normalization.client.NIMRestClient.createIncident(NIMRestClient.java:223) 
    	at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.processAlarmEvent(AlarmEventProcessor.java:231) 
    	at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.run(AlarmEventProcessor.java:118) 
    	at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) 
    	at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) 
    	at java.lang.Thread.run(Thread.java:748) 
    .Retrying create incident 
    Jun 27 13:19:40:183 [attach_clientsession, sdgtw] closedAlarmIds..null 
    Jun 27 13:19:40:431 [CASDM, sdgtw] Last sync time value is:2020-06-27T13:19:10.122-04:00 : Polling threshold :0 
    Jun 27 13:19:40:431 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true 
    Jun 27 13:19:40:431 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2020-06-27T13:19:10.122-04:00 
    Jun 27 13:19:40:431 [CASDM, sdgtw] status are[Ljava.lang.Object;@25aaded4 
    Jun 27 13:19:40:431 [CASDM, sdgtw] filter status is(status=resolved||status=closed) 
    Jun 27 13:19:40:431 [CASDM, sdgtw] Incident updated by any user 
    Jun 27 13:19:40:431 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A19%3A10.122-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:19:40:431 [CASDM, sdgtw] In NIMClient method :url is http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A19%3A10.122-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:19:40:431 [CASDM, sdgtw] MDR ID is CASDM 
    Jun 27 13:19:40:431 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A19%3A10.122-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 :: CASDM 
    Jun 27 13:19:40:707 [CASDM, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 27 13:19:40:712 [CASDM, sdgtw] Incident found for closing [] 
    Jun 27 13:19:40:712 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0 
    Jun 27 13:19:40:712 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-06-27T13:19:10.122-04:00 to 2020-06-27T13:19:40.431-04:00 
    Jun 27 13:19:40:712 [CASDM, sdgtw] Setting the last synchronized time to 2020-06-27T13:19:40.431-04:00 
    Jun 27 13:19:40:712 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-06-27T13:19:40.431-04:00 
    _hub], visible=Element [buf=null, pds=null, tpds=null, type=1, value=1], level=Element [buf=null, pds=null, tpds=null, type=1, value=5], prid=Element [buf=null, pds=null, tpds=null, type=7, value=TestAlarmProbe], message=Element [buf=null, pds=null, tpds=null, type=7, value=Test1], nimts=Element [buf=null, pds=null, tpds=null, type=1, value=1593278368], supptime=Element [buf=null, pds=null, tpds=null, type=1, value=1593278380], hub=Element [buf=null, pds=null, tpds=null, type=7, value=SADCWMO09_hub], domain=Element [buf=null, pds=null, tpds=null, type=7, value=SADCWMO09_domain], assigned_by=Element [buf=null, pds=null, tpds=null, type=7, value=administrator], i18n_dsize=Element [buf=null, pds=null, tpds=null, type=1, value=0]}] 
    Jun 27 13:19:42:998 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:19:42:998 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [4/15/15], Active: 1, Completed: 3, Task: 4, isShutdown: false, isTerminated: false 
    Jun 27 13:19:43:331 [pool-21-thread-4, sdgtw] mdrid :: [CASDM] url in POST :: [http://localhost:56795/ca-nim-sm/api/v2/Incident] 
    Jun 27 13:19:43:334 [pool-21-thread-4, sdgtw] payload/Content-Length :: 1012 
    Jun 27 13:19:43:334 [pool-21-thread-4, sdgtw] payload for create is{"rowId":"","affectedCIID":"","affectedServiceCIID":"","affectedCIName":"","affectedServiceName":"","assigneeUserID":"administrator","description":"Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft","impact":"Entireorganization","name":"Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft","priority":"HIGHPriority","severity":"AllHandsEscalation","status":"","urgency":"Immediate","ticketID":"","ticketType":"","assigneeCompany":"","assigneeGroup":"Servicios y aplicaciones","assigneeGroupId":"","category":"1593278363","subCategory":"","ciType":"","closedByUserID":"","creationUserID":"","customProperties":[],"impactedUserContactPhone":"","impactedUserFirstName":"","affectedEndUserID":"administrator","impactedUserLastName":"","impactedUserLocation":"","impactedUserOrganization":"","incidentType":"","reportedByUserID":"","resolution":"","resolutionFixType":"","resolvedByUserID":"" 
    Jun 27 13:19:43:334 [pool-21-thread-4, sdgtw] :: Going to get output stream on this connection :: 
    Jun 27 13:19:46:508 [pool-21-thread-4, sdgtw] responseCode :: [500] response message :: [Internal Server Error] 
    Jun 27 13:19:46:508 [pool-21-thread-4, sdgtw] Error while calling the createIncident of 'nimClient'java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"Error setting attr 'category' on object 'cr:8923893' to value '1593278363' NOT FOUND 1593278363","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}
     
    Jun 27 13:19:50:508 [pool-21-thread-4, sdgtw] mdrid :: [CASDM] url in POST :: [http://localhost:56795/ca-nim-sm/api/v2/Incident] 
    Jun 27 13:19:50:510 [pool-21-thread-4, sdgtw] payload/Content-Length :: 1012 
    Jun 27 13:19:50:510 [pool-21-thread-4, sdgtw] payload for create is{"rowId":"","affectedCIID":"","affectedServiceCIID":"","affectedCIName":"","affectedServiceName":"","assigneeUserID":"administrator","description":"Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft","impact":"Entireorganization","name":"Message: Test1  AlarmID: AC50833499-24135  Origin: SADCWMO09_hub  SubSystem: Nimsoft","priority":"HIGHPriority","severity":"AllHandsEscalation","status":"","urgency":"Immediate","ticketID":"","ticketType":"","assigneeCompany":"","assigneeGroup":"Servicios y aplicaciones","assigneeGroupId":"","category":"1593278363","subCategory":"","ciType":"","closedByUserID":"","creationUserID":"","customProperties":[],"impactedUserContactPhone":"","impactedUserFirstName":"","affectedEndUserID":"administrator","impactedUserLastName":"","impactedUserLocation":"","impactedUserOrganization":"","incidentType":"","reportedByUserID":"","resolution":"","resolutionFixType":"","resolvedByUserID":"" 
    Jun 27 13:19:50:510 [pool-21-thread-4, sdgtw] :: Going to get output stream on this connection :: 
    Jun 27 13:19:52:999 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:19:52:999 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [4/15/15], Active: 1, Completed: 3, Task: 4, isShutdown: false, isTerminated: false 
    Jun 27 13:19:53:729 [pool-21-thread-4, sdgtw] responseCode :: [500] response message :: [Internal Server Error] 
    Jun 27 13:19:53:730 [pool-21-thread-4, sdgtw] Error while calling the createIncident for Alarm [AC50833499-24135] java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"Error setting attr 'category' on object 'cr:8923895' to value '1593278363' NOT FOUND 1593278363","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}
     
    Jun 27 13:19:53:730 [pool-21-thread-4, sdgtw] alarm id is AC50833499-24135 
    Jun 27 13:19:53:730 [pool-21-thread-4, sdgtw] alarm removed and value isnull 
    Jun 27 13:19:57:731 [pool-21-thread-4, sdgtw] incidentObj is null 
    Jun 27 13:19:57:731 [pool-21-thread-4, sdgtw] Time taken to process the alarm (AC50833499-24135): 22055 Milliseconds 
    Jun 27 13:20:03:000 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:20:03:000 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [4/15/15], Active: 0, Completed: 4, Task: 4, isShutdown: false, isTerminated: false 
    Jun 27 13:20:10:716 [CASDM, sdgtw] Last sync time value is:2020-06-27T13:19:40.431-04:00 : Polling threshold :0 
    Jun 27 13:20:10:716 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true 
    Jun 27 13:20:10:716 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2020-06-27T13:19:40.431-04:00 
    Jun 27 13:20:10:716 [CASDM, sdgtw] status are[Ljava.lang.Object;@39abccb7 
    Jun 27 13:20:10:716 [CASDM, sdgtw] filter status is(status=resolved||status=closed) 
    Jun 27 13:20:10:716 [CASDM, sdgtw] Incident updated by any user 
    Jun 27 13:20:10:716 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A19%3A40.431-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:20:10:716 [CASDM, sdgtw] In NIMClient method :url is http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A19%3A40.431-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 
    Jun 27 13:20:10:716 [CASDM, sdgtw] MDR ID is CASDM 
    Jun 27 13:20:10:716 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:56795/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3Dresolved%7C%7Cstatus%3Dclosed%29+%26%26+%28updatedTimeStamp%3E%3D2020-06-27T13%3A19%3A40.431-04%3A00%29&display=id,status&$lastIndex=94&startIndex=0 :: CASDM 
    Jun 27 13:20:11:269 [CASDM, sdgtw] responseCode :: [200] response message :: [OK] 
    Jun 27 13:20:11:273 [CASDM, sdgtw] Incident found for closing [] 
    Jun 27 13:20:11:273 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0 
    Jun 27 13:20:11:273 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-06-27T13:19:40.431-04:00 to 2020-06-27T13:20:10.716-04:00 
    Jun 27 13:20:11:273 [CASDM, sdgtw] Setting the last synchronized time to 2020-06-27T13:20:10.716-04:00 
    Jun 27 13:20:11:273 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-06-27T13:20:10.716-04:00 
    Jun 27 13:20:13:001 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:20:13:001 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [4/15/15], Active: 0, Completed: 4, Task: 4, isShutdown: false, isTerminated: false 
    Jun 27 13:20:23:002 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:20:23:002 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [4/15/15], Active: 0, Completed: 4, Task: 4, isShutdown: false, isTerminated: false 
    Jun 27 13:20:33:002 [Thread-190, sdgtw] status of the queue subscription is ok.. 
    Jun 27 13:20:33:002 [Thread-190, sdgtw] ThreadPool: [Active/Min/Max] [4/15/15], Active: 0, Completed: 4, Task: 4, isShutdown: false, isTerminated: false ​


    I found this error in what's written on it

    Jun 27 13:19:53:729 [pool-21-thread-4, sdgtw] responseCode :: [500] response message :: [Internal Server Error] 
    Jun 27 13:19:53:730 [pool-21-thread-4, sdgtw] Error while calling the createIncident for Alarm [AC50833499-24135] java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"Error setting attr 'category' on object 'cr:8923895' to value '1593278363' NOT FOUND 1593278363","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}
     
    


    Do you know what this error means? and how can i solve it?

    Have a nice day.



    ------------------------------
    IT Consultant
    IT Business Solutions
    ------------------------------



  • 6.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management
    Best Answer

    Broadcom Employee
    Posted 06-29-2020 11:17 AM
    Eduardo -

    The error reported:

    Jun 27 13:19:46:508 [pool-21-thread-4, sdgtw] Error while calling the createIncident of 'nimClient'java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"Error setting attr 'category' on object 'cr:8923893' to value '1593278363' NOT FOUND 1593278363","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}

    is an indication that you have a mapping that is incorrect between the fields in the UIM alarm and the required fields in the ticket you are attempting to create in your CASDM instance.  From the screenshot provided in your initial post, you are mapping the arrival time of the UIM alarm to the category field in the CASDM ticket and CASDM is rejecting this.  You need to work with your CASDM admin to determine which fields in the CASDM ticket must be provided and the supported values for these fields.  Then you need to map the appropriate UIM alarm field to the corresponding CASDM ticket field in the field mappings you have defined in the CASDM connection profile. 


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



  • 7.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Posted 06-29-2020 02:32 PM
    Thank you very much Kathy, the problem was solved

    ------------------------------
    IT Consultant
    IT Business Solutions
    ------------------------------



  • 8.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Broadcom Employee
    Posted 12-04-2020 01:15 AM
    Hi Eduardo,
    how did you solved the issue please?
    thank you,
    stefan


  • 9.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Posted 12-04-2020 06:16 AM
    Hi stefan

    The problem has not been solved

    There is a support case open at this time





  • 10.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Posted 12-04-2020 06:25 AM
    Hi Stefan.


    I was confused about the case

    The problem was solved by mapping the correct fields between UIM and SDM








  • 11.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Broadcom Employee
    Posted 12-04-2020 06:39 AM
    would you be so nice and upload a printscreen about the correct mapping or copy the text at least how it is done? i've tried different things, but didnt work and got the same error message as you.
    thank you, stefan


  • 12.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Posted 12-04-2020 10:57 AM


    For this case, I had to contact the SDM administrator and ask him what were the required fields for the creation of an incident ticket. I recommend you to do the same

    I hope it is useful for you






  • 13.  RE: Sdgtw probe is not generating incidents in CA Service Desk Management

    Broadcom Employee
    Posted 12-08-2020 12:24 AM
    Hi Eduardo, thank you for your reply. i did the same and it's solved now.
    information for others who will have this issue: the issue was a typo in a custom value of category field.