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UIM Service Now Integration - Alarms not getting acknowledged

Question asked by sumit_cs on Jun 26, 2018
Latest reply on Jun 29, 2018 by Britta_Hoffner

Hi there,

I recently tested sngtw 2.22 probe for integration in between my test UIM environment 8.4.7 and service now and was able to successfully achieve the solution. i.e. tickets are getting automatically raised in SN and when I resolved the ticket in SN, alarms are getting acknowledged in UIM.


I configured my live UIM 8.4.7 exactly the same way however over here, tickets are though getting automatically raised, but alarms are not getting acknowledged when tickets are move to resolved state.


I did change the settings in SngtwRequestXML and used raw configure to probe to ensure the customised file gets read.


What other things should I be checking to sort the issue where alarms are not getting acknowledged on resolving of tickets?

Any help will be gratly appreciated.


many thanks