sngtw and closing of alarms when incident Resolved

Discussion created by hazard1yard on Jun 3, 2014
Latest reply on Jun 4, 2014 by hazard1yard

I am having some issues with sngtw 2.01 in that when a case is resolved in ServiceNow it does not acknowledge the alarm. In the probe I have the setting for Acknowledge on Ticket Status set to Resolved.


Reading the documentation I can confirm that time zones are the same. The second option in the documentation says to use SngtwRequestXML.properties, so I have gone into raw configure and set load_customizable_request to 1 and for close_incident_method_name I have 'insert' and for close_incident_soap_action I have




but I still do not get the alarm acknowledged, are the above settings correct?


Thank you