DX Unified Infrastructure Management

Hi Team,

UIM is integrated with servicenow using SDGTW probe. Currently when alarm getting cleared in UIM it is automatically closing the ticket in ServiceNow.

Problem is that few tickets are in pending state as team is working on the same but when alarm is getting cleared it is simply closing the pending state tickets also.

Is anyway we can exclude if ticket status is pending do not close/resolve the ticket in Servicenow? and it will ponly update remarks for state change in ticket.

UIM 8.5.1

SDGTW - 2.2

Regards - Ripple

Ripple -

The current design of the sdgtw probe is to close/resolve the ServiceNow incident when the corresponding UIM alarm is closed if you have the probe configured to automatically do this.  You would need to submit an enhancement request by creating an idea on this UIM community site to have Program Management consider making a change to the probe in a future release to not close/resolve ServiceNow tickets if the current state is Pending. 

Thank you for the information

It is possible to update only worknotes without sending Close/resolve values from UIM ?

Rippal -

Yes, you can configure the sdgtw probe integrated with a ServiceNow service desk application to update the Work Notes with each alarm update message.  To do this you must make the following configuration changes to the sdgtw probe from the probe's Raw Configure GUI depending on your needs:

1.  Set the value of incident_update_on_alarm_message_change key to True to create more ServiceNow work notes when consecutive UIM alarms are detected. Thus, any update in the message text of the incident alarm also updates the Service Desk Field work_notes with the updated CA UIM Alarm Field message.

2.  Map the ServiceNow work_notes field with the alarm message to be displayed.

3.  (Optional) Set the value of update_description_on_alarm_message_change key to False to prevent the probe from updating the Description field in the ServiceNow incident whenever the alarm message gets updated.  Used in conjunction with the incident_update_on_alarm_message_change key when that key is set to True.  The existing alarm description remains unchanged and only the Service Desk Field Work_notes get updated.

4.  (Optional) Set the value of update_short_description_on_alarm_message_change to False to prevent the sdgtw probe from updating both the description and the short_description fields in the ServiceNow incident with each UIM alarm update after the incident is initially created.

The 2 optional keys (update_description_on_alarm_message_change and update_short_description_on_alarm_message_change) are only used when the incident_update_on_alarm_message_change key is set to True.

Thank you for the information.

I have enabled following scenario and able to see proper update for state change data in worknotes but apart of resolved. Please let us know how we can also update clear alarm details in work notes while resolving [Automatic alarm cleared [Resolved/Closed].?

When alarm is getting cleared automatically, ticket associated with alarm is alaro getting resolved but work notes do not have any data for clear alarm.

incident_update_on_alarm_message_change = true

update_description_on_alarm_message_change = false

update_short_description_on_alarm_message_change = false

Please find details captured under Activity is as follows. Where we can see no information on clear alarm.

Activity

Rippal -

The current design of the sdgtw probe does not/will not update the ticket with the contents of the alarm close message.  It will only close/resolve the incident in the service desk application if the probe is configured to automatically do this.  You would have to open an Enhancement Request by creating an idea on this UIM community site so that Program Management can consider making a change to the probe in a future release.

Thank you Kathryn.

So this is same for all the supported service desk application or only for ServiceNow?

Is there any other way push the clear message? while ticket is resolved/closed? 

Look like we are missing important message informations while automatically closing/resolving ticket.

Rippal -

The probe behavior is the same for all Service Desk applications.  When the sdgtw probe receives the alarm_close message, it does not update the corresponding Service Desk incident with the alarm message contents, it will only automatically close/resolve the incident if the probe is configured to do this.