DX Infrastructure Management

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.

3. Click Apply to save settings.

4.Restart the probe for implementing the changes.