DX Unified Infrastructure Management

  • 1.  atgtw probe issue creating ticket

    Posted Jun 22, 2018 10:23 AM

    I have an issue setting up the atgtw (AutoTask Gateway) It looks like the probe can connect to AutoTask but I've not succeeded to create an ticket in AutoTask. I've followed all the suggested links and the docs in this forum. But now I'm stuck on an error:

    Jun 21 12:02:12:261 [Thread-2, atgtw] Failed to raise ticket: Can not convert data to date in field: DueDateTime. ; on record number [1].

     

    Just before the error in te log there is this:

    jun 21 12:02:11:785 [Thread-2, atgtw] New SOAP Action: create
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: id
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: AccountID
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: Description
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: DueDateTime
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: Priority
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: QueueID
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: Status
    jun 21 12:02:11:787 [Thread-2, atgtw]     Adding element: Title
    jun 21 12:02:11:788 [Thread-2, atgtw] XML Created: <?xml version="1.0" encoding="utf-8"?><create xmlns="http://autotask.net/ATWS/v1_5/"><Entities><Entity xsi:type="ns1:Ticket" xmlns:ns1="http://autotask.net/ATWS/v1_5/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><UserDefinedFields><UserDefinedField><Name>Nimsoft Alarm</Name>
    <Value>QZ70422436-58605</Value>
    </UserDefinedField><UserDefinedField><Name>Nimsoft Hostname</Name>
    <Value>bps_d_s_v7k-01</Value>
    </UserDefinedField><UserDefinedField><Name>Nimsoft Source</Name>
    <Value>192.168.70.210</Value>
    </UserDefinedField></UserDefinedFields><id>0</id>
    <AccountID xsi:type="xsd:int">0</AccountID>
    <Description xsi:type="xsd:string">Self-Monitoring Failures for '192.168.70.210:VDISK.Availability': Data Collection (1 of 1 failed).  See ibm_svc.log for more details</Description>
    <DueDateTime xsi:type="xsd:string">06/24/2018</DueDateTime>
    <Priority xsi:type="xsd:int">1</Priority>
    <QueueID xsi:type="xsd:int">8</QueueID>
    <Status xsi:type="xsd:int">1</Status>
    <Title xsi:type="xsd:string">bps_d_s_v7k-01 Self-Monitoring Failures for '192.168.70.210:VDISK.Availability': Data Collection (1 of 1 failed).  See ibm_svc.log for more details</Title>
    </Entity></Entities></create>

     

     

    Any idea's??

     

    Allready opened an ticket with support but as this a probe from Marketplace ...........

     

    Tia

     

    Eelco



  • 2.  Re: atgtw probe issue creating ticket

    Posted Jun 22, 2018 11:25 AM

    Eelco,

     

    I'd focus on the data that is in the DueDateTime field.

    Is it only having this problem with the ibm_svc probe self monitoring alarms?

     

    for info on those alarms see:

    Self-Monitoring Alarms 



  • 3.  Re: atgtw probe issue creating ticket

    Posted Jun 25, 2018 09:48 AM

    the message is not relevant, the self monitoring is just an example of an alarm.



  • 4.  Re: atgtw probe issue creating ticket

    Posted Jun 22, 2018 11:33 AM

    Your soap envelope payload defines that field as a string field and not a date field...change the below

     

    <DueDateTime xsi:type="xsd:string">06/24/2018</DueDateTime>

     to

    <DueDateTime xsi:type="xsd:date">YYYY-MM-DD</DueDateTime>

     

    ...also notice the change in formatting of the date itself



  • 5.  Re: atgtw probe issue creating ticket

    Posted Jun 25, 2018 09:52 AM

    Ok that is what I'm afraid of. As this is a marketplace probe and since 3 years nothing happened to this probe. Autotask must have changed the API for this field. Is anyone else using this gateway probe? Or do I just throw it away start something else to get alams into Autotask?



  • 6.  Re: atgtw probe issue creating ticket

    Broadcom Employee
    Posted Jun 25, 2018 11:32 AM

    hirri02 Can you have a look at this question? #atgtw



  • 7.  Re: atgtw probe issue creating ticket

    Broadcom Employee
    Posted Jun 28, 2018 01:10 PM

    Hi Eelco,

     

    I was responsible for the original probe. I don't at the moment have access to an AutoTask account or the API documentation, so can't confirm whether that is the issue, but happy to try to help...

    I can try the suggested change to the element - might take me a day or two to get it compiled and available.

     

    Regards,

    Rick



  • 8.  Re: atgtw probe issue creating ticket

    Posted Nov 23, 2018 12:50 PM

    Hey Richard the API was modified in May to require TLS 1.2, would that be a factor?



  • 9.  Re: atgtw probe issue creating ticket

    Broadcom Employee
    Posted Jan 17, 2019 07:41 PM

    Hi Tim,

     

    Sorry, looks like my reply didn't make it here. I changed the code to use date/time and that resolved the issue. I can share the fix with you.

     

    There is another change that I will need to handle, but as far as I know this hasn't yet been enforced but will check to see when that will happen.

     

    Regards,

    Rick



  • 10.  Re: atgtw probe issue creating ticket

    Posted Jan 28, 2019 02:11 PM

    I wouldn't mind having that fix!