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SDGTW integration with CA SDM issues

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  • 1.  SDGTW integration with CA SDM issues

    Posted 10 days ago
    Hi all,

    We are triying to send alarms from UIM to CA SDM without success, we have some issues and can´t  get full functionality. We have a fresh install of UIM 9.2 and an instance of CA SDM 17.0, we're using SDGTW version is 2.21 (beta), in version 2.20 we had the tenant issue on SD, after researching found a post in the community pointing this version has a fix.

    Will try the explain  my scenario, i'll apreciate all your comments and ideas to get this working.

    When an alarm is raised and this alarm is asigned to defined user, the system trigger the incident creation, on custom fields the systems puts the legend "In progress CASDM" as shown in the image:


    After this nothing happens. At SDM side, the incident is created with the params that we defined in sdgtw probe configuration, but shows this errors on stdlog, but again, this incident is created:

    03/26 09:20:10.72 xxxxxxxxxxxxxxxx sda 22504 ERROR sda.cpp 2482 Unable to find attr for factory cr Attribute tenant
    03/26 09:20:10.73 xxxxxxxxxxxxxxxx spelsrvr 23028 ERROR cracts.spl 2816 enum value doesnt match any impact/urgency object

    on UIM side, the SDGTW log shows this errors:

    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] Into onMessage
    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] Processing an event from the queue 'tickets'
    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] List of valid users are: [administrator]
    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] ALARM ASSIGN
    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] Setting custom field to INPROGRESS
    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] Adding alarm Id with empty incident to cache: JI04098977-07910
    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] subject..alarm_assign
    Mar 26 09:20:07:536 [attach_clientsession, sdgtw] data..PDS [ht={i18n_token=Element [buf=null, pds=null, tpds=null, type=7, value=as#system.cdm.avrg_total_cpu_above_err_threshold_proc], assigned_accept=Element [buf=null, pds=null, tpds=null, type=1, value=0], arrival=Element [buf=null, pds=null, tpds=null, type=1, value=1585164049], origin=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_hub], suppcount=Element [buf=null, pds=null, tpds=null, type=1, value=239], source=Element [buf=null, pds=null, tpds=null, type=7, value=172.30.17.61], i18n_data=Element [buf=null, pds=PDS [ht={hostname=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], unit=Element [buf=null, pds=null, tpds=null, type=7, value=%], value_last=Element [buf=null, pds=null, tpds=null, type=7, value=17.58], processes=Element [buf=null, pds=null, tpds=null, type=7, value=[svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]], value_limit=Element [buf=null, pds=null, tpds=null, type=7, value=3], check_name=Element [buf=null, pds=null, tpds=null, type=7, value=CustomCpuCritical], check_description=Element [buf=null, pds=null, tpds=null, type=7, value=Total cpu above error threshold], robotname=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], type=Element [buf=null, pds=null, tpds=null, type=7, value=total], value_number=Element [buf=null, pds=null, tpds=null, type=7, value=5], value=Element [buf=null, pds=null, tpds=null, type=7, value=16.33]}], tpds=null, type=21, value=null], rowid=Element [buf=null, pds=null, tpds=null, type=1, value=1], sid=Element [buf=null, pds=null, tpds=null, type=7, value=1.1.1.3], robot=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], subsys=Element [buf=null, pds=null, tpds=null, type=7, value=CPU], nimid=Element [buf=null, pds=null, tpds=null, type=7, value=JI04098977-07910], hostname=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], event_type=Element [buf=null, pds=null, tpds=null, type=1, value=8], supp_key=Element [buf=null, pds=null, tpds=null, type=7, value=cpu/total], tz_offset=Element [buf=null, pds=null, tpds=null, type=1, value=21600], assigned_at=Element [buf=null, pds=null, tpds=null, type=1, value=1585236007], met_id=Element [buf=null, pds=null, tpds=null, type=7, value=M630A4B955CA1457E211977708A2FE8C4], assigned_to=Element [buf=null, pds=null, tpds=null, type=7, value=administrator], severity=Element [buf=null, pds=null, tpds=null, type=7, value=critical], nas=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_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=cdm], message=Element [buf=null, pds=null, tpds=null, type=7, value=Average (5 samples) total cpu is now 16.33%, which is above the critical threshold (3%).Top Processes [svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]], nimts=Element [buf=null, pds=null, tpds=null, type=1, value=1585164048], dev_id=Element [buf=null, pds=null, tpds=null, type=7, value=D25D38589C29AA49A1A6E4A52A0CD168C], supptime=Element [buf=null, pds=null, tpds=null, type=1, value=1585235749], hub=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_hub], domain=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_domain], prevlevel=Element [buf=null, pds=null, tpds=null, type=1, value=5], 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=524]}]
    Mar 26 09:20:07:537 [attach_clientsession, sdgtw] closedAlarmIds..null
    Mar 26 09:20:07:537 [attach_clientsession, sdgtw] incidentCustomMap size is: 1
    Mar 26 09:20:07:537 [attach_clientsession, sdgtw] entering executealarmProcessor
    Mar 26 09:20:07:537 [pool-14-thread-7, sdgtw] Processing the alarm with ID JI04098977-07910
    Mar 26 09:20:07:537 [pool-14-thread-7, sdgtw] severity is :critical
    Mar 26 09:20:07:537 [pool-14-thread-7, sdgtw] PDS Data :PDS [ht={i18n_token=Element [buf=null, pds=null, tpds=null, type=7, value=as#system.cdm.avrg_total_cpu_above_err_threshold_proc], assigned_accept=Element [buf=null, pds=null, tpds=null, type=1, value=0], arrival=Element [buf=null, pds=null, tpds=null, type=1, value=1585164049], origin=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_hub], suppcount=Element [buf=null, pds=null, tpds=null, type=1, value=239], source=Element [buf=null, pds=null, tpds=null, type=7, value=172.30.17.61], i18n_data=Element [buf=null, pds=PDS [ht={hostname=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], unit=Element [buf=null, pds=null, tpds=null, type=7, value=%], value_last=Element [buf=null, pds=null, tpds=null, type=7, value=17.58], processes=Element [buf=null, pds=null, tpds=null, type=7, value=[svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]], value_limit=Element [buf=null, pds=null, tpds=null, type=7, value=3], check_name=Element [buf=null, pds=null, tpds=null, type=7, value=CustomCpuCritical], check_description=Element [buf=null, pds=null, tpds=null, type=7, value=Total cpu above error threshold], robotname=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], type=Element [buf=null, pds=null, tpds=null, type=7, value=total], value_number=Element [buf=null, pds=null, tpds=null, type=7, value=5], value=Element [buf=null, pds=null, tpds=null, type=7, value=16.33]}], tpds=null, type=21, value=null], rowid=Element [buf=null, pds=null, tpds=null, type=1, value=1], sid=Element [buf=null, pds=null, tpds=null, type=7, value=1.1.1.3], robot=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], subsys=Element [buf=null, pds=null, tpds=null, type=7, value=CPU], nimid=Element [buf=null, pds=null, tpds=null, type=7, value=JI04098977-07910], hostname=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx], event_type=Element [buf=null, pds=null, tpds=null, type=1, value=8], supp_key=Element [buf=null, pds=null, tpds=null, type=7, value=cpu/total], tz_offset=Element [buf=null, pds=null, tpds=null, type=1, value=21600], assigned_at=Element [buf=null, pds=null, tpds=null, type=1, value=1585236007], met_id=Element [buf=null, pds=null, tpds=null, type=7, value=M630A4B955CA1457E211977708A2FE8C4], assigned_to=Element [buf=null, pds=null, tpds=null, type=7, value=administrator], severity=Element [buf=null, pds=null, tpds=null, type=7, value=critical], nas=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_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=cdm], message=Element [buf=null, pds=null, tpds=null, type=7, value=Average (5 samples) total cpu is now 16.33%, which is above the critical threshold (3%).Top Processes [svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]], nimts=Element [buf=null, pds=null, tpds=null, type=1, value=1585164048], dev_id=Element [buf=null, pds=null, tpds=null, type=7, value=D25D38589C29AA49A1A6E4A52A0CD168C], supptime=Element [buf=null, pds=null, tpds=null, type=1, value=1585235749], hub=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_hub], domain=Element [buf=null, pds=null, tpds=null, type=7, value=xxxxxxxx_domain], prevlevel=Element [buf=null, pds=null, tpds=null, type=1, value=5], 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=524]}]
    Mar 26 09:20:07:538 [pool-14-thread-7, sdgtw] No SD Selection Rule matched. Target MDR will be set to default CASDM
    Mar 26 09:20:07:538 [pool-14-thread-7, sdgtw] No associated incident found in cache, proceeding with incident creation
    Mar 26 09:20:07:538 [pool-14-thread-7, sdgtw] assignValueToCustomField
    Mar 26 09:20:07:765 [pool-14-thread-7, sdgtw] Error while connecting AlarmService API  Reason: (11) command not found, Received status (11) on response (for sendRcv) for cmd = 'dispatcher' ST:
    Mar 26 09:20:07:769 [pool-14-thread-7, sdgtw] Value [IN PROGRESS$CASDM] assign to custom field [custom_1] for alarm ID [JI04098977-07910]
    Mar 26 09:20:07:769 [pool-14-thread-7, sdgtw] Target MDR at createIncidentObject :CASDM
    Mar 26 09:20:07:769 [pool-14-thread-7, sdgtw] In createIncidentObject, alarmMap size: 40Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] AlarmMap :{i18n_token=as#system.cdm.avrg_total_cpu_above_err_threshold_proc, assigned_accept=0, arrival=1585164049, origin=xxxxxxxx_hub, description=Total cpu above error threshold, suppcount=239, robotname=xxxxxxxx, source=172.30.17.61, rowid=1, sid=1.1.1.3, robot=xxxxxxxx, subsys=CPU, hostname=xxxxxxxx, nimid=JI04098977-07910, event_type=8, supp_key=cpu/total, time_origin=1585164048, tz_offset=21600, time_received=1585235749, assigned_at=1585236007, met_id=M630A4B955CA1457E211977708A2FE8C4, assigned_to=administrator, severity=critical, nas=xxxxxxxx_hub, visible=1, level=5, prid=cdm, message=Average (5 samples) total cpu is now 16.33%, which is above the critical threshold (3%).Top Processes [svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)], nimts=1585164048, dev_id=D25D38589C29AA49A1A6E4A52A0CD168C, probe=cdm, supptime=1585235749, unit=%, hub=xxxxxxxx_hub, value_limit=3, domain=xxxxxxxx_domain, prevlevel=5, check_name=CustomCpuCritical, assigned_by=administrator, i18n_dsize=524}Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] Target MDR ServiceDesk:com.nimsoft.probe.gateway.sdgtw.model.ServiceDesk@1a93a58aMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] Adding the custom Field :external_system_ticket to the Incident Object
    Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] Default CaseMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] Into getGroupgroupAssignee with service desk id: CASDM
    Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] servicedeskheadername value isCASD
    MMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] Current Severity is null, getting the default Group Name
    Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] ##============================================================##
    Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] Incident Object FollowsMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] name :Average (5 samples) total cpu is now 16.33%, which is above the critical threshold (3%).Top Processes [svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] description :Message: Average (5 samples) total cpu is now 16.33%, which is above the critical threshold (3%).Top Processes [svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]  AlarmID: JI04098977-07910  Origin: xxxxxxxx_hub  SubSystem: CPUMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] assigneeCompany :Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] assigneeGroupId :
    Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] affectedCIID :Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] severity :AllHandsEscalationMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] impact :NoneMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] urgency :ImmediateMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] priority :HIGHPriorityMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] assigneeGroup :Primera líneaMar 26 09:20:07:770 [pool-14-thread-7, sdgtw] customField :null
    Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] ##============================================================##
    Mar 26 09:20:07:770 [pool-14-thread-7, sdgtw] mdrid :: [CASDM] url in POST :: [http://localhost:55309/ca-nim-sm/api/v2/Incident]
    Mar 26 09:20:07:773 [pool-14-thread-7, sdgtw] payload/Content-Length :: 1519
    Mar 26 09:20:07:773 [pool-14-thread-7, sdgtw] payload for create is{"rowId":"","affectedCIID":"","affectedServiceCIID":"","affectedCIName":"","affectedServiceName":"","assigneeUserID":"","description":"Message: Average (5 samples) total cpu is now 16.33%, which is above the critical threshold (3%).Top Processes [svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]  AlarmID: JI04098977-07910  Origin: xxxxxxxx_hub  SubSystem: CPU","impact":"None","name":"Average (5 samples) total cpu is now 16.33%, which is above the critical threshold (3%).Top Processes [svchost.exe[1004]-(9.92%)];[LogViewer.exe[2332]-(3.58%)];[java.exe[22064]-(1.08%)];[dwm.exe[2236]-(0.38%)];[svchost.exe[1012]-(0.29%)]","priority":"HIGHPriority","severity":"AllHandsEscalation","status":"","urgency":"Immediate","ticketID":"","ticketType":"","assigneeCompany":"","assigneeGroup":"Primera línea","assigneeGroupId":"","category":"Incidente monitoreo","subCategory":"","ciType":"","closedByUserID":"","creationUserID":"","customProperties":[{"name":"external_system_ticket","value":"JI04098977-07910","dataType":"String","description":"This is a Custom property","defaultValue":"0","isCustomproperty":"true"}],"impactedUserContactPhone":"","impactedUserFirstName":"","affectedEndUserID":"","impactedUserLastName":"","impactedUserLocation":"","impactedUserOrganization":"","incidentType":"","reportedByUserID":"","resolution":"","resolutionFixType":"","resolvedByUserID":"","originatingID":"","templateID":"","updatedByUserID":""}
    Mar 26 09:20:07:775 [pool-14-thread-7, sdgtw] :: Going to get output stream on this connection ::Mar 26 09:20:11:086 [pool-14-thread-7, sdgtw] responseCode :: [500] response message :: [Internal Server Error]Mar 26 09:20:11:086 [pool-14-thread-7, sdgtw] Error while calling the createIncident for Alarm [JI04098977-07910] java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"Error: no se puede obtener el atributo USD de la caché de atributos","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)
    Mar 26 09:20:11:086 [pool-14-thread-7, sdgtw] alarm id is JI04098977-07910Mar 26 09:20:11:086 [pool-14-thread-7, sdgtw] alarm removed and value isnullMar 26 09:20:11:086 [pool-14-thread-7, sdgtw] In alarmCreateonFailure: meessage isFor Alarm Id: JI04098977-07910 incident creation failed in CASDM with error:Mar 26 09:20:11:086 [pool-14-thread-7, sdgtw] Inside createOrUpdateAlarm: alarm message is:For Alarm Id: JI04098977-07910 incident creation failed in CASDM with error:{"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"Error: no se puede obtener el atributo USD de la caché de atributos","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}supp key isJI04098977-07910

    This message: Error while connecting AlarmService API  Reason: (11) command not found seems to be asociated to nas_api_service,  on a similar post related to servicenow mentions that this message can be related to trellis probe, but the informations is very very limited. Another behavior seems in logs is: no mather how many incidents are resolved or closed on CA SDM, CA UIM never get any on the monitoring to acknowledge alarms. Have no idea if this is causes by the other errors, this is the log:

    Mar 26 09:20:34:289 [CASDM, sdgtw] Value of use_rest in synchronizeAlarms is true
    Mar 26 09:20:34:289 [CASDM, sdgtw] Getting all Incidents closed in ServiceDesk after 2020-03-26T09:20:24.262-06:00
    Mar 26 09:20:34:289 [CASDM, sdgtw] status are[Ljava.lang.Object;@14ef3bb5
    Mar 26 09:20:34:289 [CASDM, sdgtw] filter status is(status=Resuelto||status=Cerrado)
    Mar 26 09:20:34:289 [CASDM, sdgtw] Incident updated by any user
    Mar 26 09:20:34:289 [CASDM, sdgtw] Retrieving the incidents using the filter - filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3DResuelto%7C%7Cstatus%3DCerrado%29+%26%26+%28updatedTimeStamp%3E%3D2020-03-26T09%3A20%3A24.262-06%3A00%29&display=id,status&$lastIndex=100&startIndex=0
    Mar 26 09:20:34:289 [CASDM, sdgtw] In NIMClient method :url is http://localhost:55309/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3DResuelto%7C%7Cstatus%3DCerrado%29+%26%26+%28updatedTimeStamp%3E%3D2020-03-26T09%3A20%3A24.262-06%3A00%29&display=id,status&$lastIndex=100&startIndex=0
    Mar 26 09:20:34:289 [CASDM, sdgtw] MDR ID is CASDM
    Mar 26 09:20:34:289 [CASDM, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:55309/ca-nim-sm/api/v2/Incident?filter=%28creationUserID%3DServiceDesk%29%26%26%28status%3DResuelto%7C%7Cstatus%3DCerrado%29+%26%26+%28updatedTimeStamp%3E%3D2020-03-26T09%3A20%3A24.262-06%3A00%29&display=id,status&$lastIndex=100&startIndex=0 :: CASDM
    Mar 26 09:20:34:323 [CASDM, sdgtw] responseCode :: [200] response message :: [OK]
    Mar 26 09:20:34:326 [CASDM, sdgtw] Incident found for closing []
    Mar 26 09:20:34:326 [CASDM, sdgtw] Completed executing the filter. Number of records returned - 0
    Mar 26 09:20:34:326 [CASDM, sdgtw] Completed synchronizing the incidents for the MDR with id - CASDM from 2020-03-26T09:20:24.262-06:00 to 2020-03-26T09:20:34.289-06:00
    Mar 26 09:20:34:326 [CASDM, sdgtw] Setting the last synchronized time to 2020-03-26T09:20:34.289-06:00
    Mar 26 09:20:34:326 [CASDM, sdgtw] Updating the last sync time in the config file to 2020-03-26T09:20:34.289-06:00

    This are some actions that we allready take:

    -As mention on post start, update from 2.20 to 2.21 for sdgtw probe, to avoid initial issue on incident creation
    -Delete completly and redeploy sdgtw probe, just for dicard any "garbage" from older version
    -Redeploy probes: nas, ems and trellis.

    After this actions, lot of reading and researching we are stuck on this sutuation. Somebody has a similar issue? is there any config that we're missing? Any dumb thing we're doing?  All your comments will be apreciated.

    Thanks in advance.
    Regards,







  • 2.  RE: SDGTW integration with CA SDM issues

    Posted 10 days ago
    perhaps:
    Article Id: 130782
    Error creating Incident in CA SDM using sdgtw probe
    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=130782

    ------------------------------
    Support Engineer
    Broadcom
    ------------------------------



  • 3.  RE: SDGTW integration with CA SDM issues

    Posted 10 days ago
    Thanks David, i'll check the document.


  • 4.  RE: SDGTW integration with CA SDM issues

    Posted 10 days ago
    If you have modified the Service Desk "Impact" and "Urgency" tables you will get this error.
    Check your field mapping in the sdgtw configuration.
    How are urgency and impact mapped to the nimsoft fields?

    03/26 09:20:10.72 xxxxxxxxxxxxxxxx sda 22504 ERROR sda.cpp 2482 Unable to find attr for factory cr Attribute tenant
    03/26 09:20:10.73 xxxxxxxxxxxxxxxx spelsrvr 23028 ERROR cracts.spl 2816 enum value doesnt match any impact/urgency object

    "enum" is the enumerated id in the urgency and impact tables


  • 5.  RE: SDGTW integration with CA SDM issues

    Posted 10 days ago
    Hi Shawn,

    On probe configuration i cant set the enum, the values are in combo box and can´t change the values, an important detail is that SDM instance is installed in Spanish, this could be an issue? I tried to put my values (with spanish labels) directly on sdgtw configuration file, but behavior is still the same. After i made this post i found in NIM.log this error , seems sdgt are not recognizing the status value:

    [26/03/20 14:02:57:004 CST] [qtp211968962-35] ERROR common.GenericFilterConverter: The NIM value 'resuelto' for NIM field 'status' could not be found within the defined possible values
    [26/03/20 14:02:57:009 CST] [qtp211968962-35] ERROR sdm.CASDMProvider: Problem with 'getIncidents'; Printing stack trace if available: null
    com.ca.integration.normalization.common.NormalizationException

    Could be the SDM language the issue?

    Thanks!!


  • 6.  RE: SDGTW integration with CA SDM issues
    Best Answer

    Posted 10 days ago
    Hi Allan,

    It looks like this may be something we need to reproduce here at Broadcom.
    I would recommend opening a support case and attaching these files
    Fro, CA SDM:
    pdm_extract Impact > impact.txt
    pdm_extract Urgency > urgency.txt

    and the sdgtw.cfg file from UIM.


    Thanks,
    Shawn


  • 7.  RE: SDGTW integration with CA SDM issues

    Posted 6 days ago
    Hi Shawn,

    Finally we have resolved the issue, this were related to language of CA SDM, after modify some integration mapping values we were able to get this working. We test this modification in both primary and secondary hub, now all seems to be ok.

    Thanks to all that take of your time to read this post and try to help us.

    Best regards to all.