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



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



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




 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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