Tech Tip: UIM - casdgtw probe installed on a remote hub is not synchronizing / not creating tickets in CASD

Document created by danst04 Employee on Sep 7, 2016Last modified by Melissa Potvin on Dec 17, 2016
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Document ID:  TEC1571012
Last Modified Date:  04/07/2016

 

Products

  • CA Unified Infrastructure Management

Releases

  • CA Unified Infrastructure Management:Release:8.4
  • CA Unified Infrastructure Management:Release:8.31

Components

  • UNIFIED INFRASTRUCTURE MGMT:CAUIM
  • UIM - CASDGTW:UIMCGW

Background:

Customer enabled the casdgtw probe on a remote hub but it is not creating alarms in CA Service Desk. Customer enabled nas Auto operator to auto assign tickets but it is not creating the service desk tickets in CASD.

Excerpt of errors from casdgtw.log

Apr 04 08:18:29:671 [main, casdgtw] ****************[ Starting ]****************

Apr 04 08:18:29:671 [main, casdgtw] 2.42, Base version 2.0.8

Apr 04 08:18:29:671 [main, casdgtw] Nimsoft

Apr 04 08:18:29:671 [main, casdgtw] port=48016, pid=0

Apr 04 08:18:30:114 [main, casdgtw] attach failed ((4) not found, Received status (4) on response (for sendRcv) for cmd = 'subscribe' name = 'null'), trying subscribe

as well as...

Apr 04 09:24:34:298 [Thread-41976, casdgtw] [getAlarmIdFromQueryResult()]: Alarm Id after parsing is[null]

Apr 04 09:24:34:299 [Thread-41976, casdgtw] [queryClosedIncident()]: AlarmList from CASD after Query is[null]

Apr 04 09:24:34:299 [Thread-41976, casdgtw] [queryClosedIncident()]: Logging out of session with ID : 1311204043

Apr 04 09:24:34:377 [Thread-41976, casdgtw] [queryClosedIncident()]: Terminating session with CASD server after querying for closed incidents.

Apr 04 09:24:34:377 [Thread-41976, casdgtw] [queryClosedIncident()]: No alarm found for closed tickets.

Apr 04 09:24:34:377 [Thread-41976, casdgtw] AlarmList from plugin to be cleared is[null].

Apr 04 09:24:34:377 [Thread-41976, casdgtw] [queryClosedIncidentTimer ()]: No alarms available to acknowledge

 

Environment:

- casdgtw v2.42 installed on a remote/secondary hub (not the Primary)

- nas v4.73

- CA UIM v8.31

- OS: Windows 2012 R2

 

Instructions:

http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec1571012.aspx

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