Hello CA Guys,
I think we got a interesting case here. Let me show you!
We use ServiceNow to open tickets from Nimsoft alarms, this is simple and we use Sngtw probe.
On 15th of January, Nimsoft generated a critical alarm, with the following information:
Alarm ID: XG59644361-63772
Message: The interface 'Gi2 / 0/7' (Description: 'BR06-WAAS-02 port ***') on '10 .55.46.65 'is down.
Severity: critical
Every critical alarm is sent to ServiceNow and a ticket is created.
However, the created ticket was opened with another message.
Alarm ID: XG59644361-63772
Message: Description: The interface 'Gi1 / 0/7' (Description: 'BR06-WAAS-02 port ***') on '10 .55.46.65 'is down.
You can see that the alarm on Nimsoft is from Gi2 / 0/7 interface, and in ticket it is 'Gi1 / 0/7'. How did this happen?
Follow prints of this case:
On syslog of SOAP that is sent to ServiceNow, we can confirm that a message with 'Gi1 / 0/7' interface message arrived.
<description xsi:type="xsd:string">The interface 'Gi1/0/7' (Description: 'BR06-WAAS-02 porta ***') on '10.55.46.65' is down.</description>
Anyone have an ideia about how did this happen? .
Summary of our environment:
CA UIM 8.20
HUB 7.70
CONTROLLER 7.70
NAS 8.56
SNGTW 2.22