Tech Tip:  Ticket not close after UIM acknowledge : casdgtw (CA Service Desk gateway) integration with CA Service Desk

Document created by Francis_Kim Employee on Oct 5, 2016Last modified by Melissa Potvin on Dec 17, 2016
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Introduction:

After implementation of casdgtw (CA Service Desk gateway)  with CA Service Desk, which the created tickets are not cleared even if UIM acknowledgment.

 

Question:

Why CA Service Desk tickets do not clear even after manually acknowledge via UIM alarm console?

 

Environment:

It is the integration between CA Service Desk and UIM products.

 

Answer:

 

 Follow these steps:

  1. Open the Raw Configure interface and navigate to the Setup section
  2. Edit the subscribe_alarm_closure key.

 

Default: 0

0: probe does not update the incident status.

1: probe updates the incident status.

 

  1. Click Apply to save settings.

4.Restart the probe for implementing the changes. 

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