The sdgtw probe is failing to create tickets in Service Now.
Article ID: 7940
Updated On:
Products
Issue/Introduction
After navigating from the sngtw to the sdgtw probe, incident creation does not always happen or we get alarms:
Incident creation taking long. seems some issue at Service desk side please investigate...
The sdgtw log shows:
Aug 21 13:58:21:441 [attach_clientsession, sdgtw] Raising Alarm...
Aug 21 13:58:21:441 [attach_clientsession, sdgtw] Inside createOrUpdateAlarm: alarm message is:Incident creation taking long. seems some issue at Service desk side please investigate.supp key xxxxxx
Aug 21 13:58:21:558 [attach_clientsession, sdgtw] Alarm created for failure scenario: xxxxxxx-xxxxx
Aug 21 13:58:21:558 [attach_clientsession, sdgtw] All threads are busy processing Alarms. Sleeping until a thread is available in the pool
Environment
Any supported UIM release
probe :sdgtw
ServiceNow release: Istanbul and above
Cause
In a busy environment, the sdgtw probe JVM may run out of available threads.
Resolution
Using Raw Configure change the threadpool > thread_pool_max from "15" to "30" as shown below
Save the setting and this will automatically restart the sdgtw probe.
Additional Information
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