Viewing notes or annotations on manually cleared alarms in SOI

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

In the SOI console you can write a note to an alert using the 'Annotation' option. This does not show up in a the cleared alert history view of the SOI console though after you clear an alert.

Is there any option to view notes/annotations on cleared alarms? Annotations can be used and are view-able while the alarm is active but once cleared they are not. Looking for an option where the alarm history has the comments made by individuals when clearing the alarm manually.

Environment

Release:
Component: SOIMGR

Resolution

There is no way to have the console display this information. You can run sql queries to get the data. Here are some sample SQL queries to get the info for the close alert. You will use a date range to get the alert you need. NOTE: The Date and Time in SQL is GMT-0 so you will need to adjust it base on your time.

1) select * from alerts where active=0 and (ClearedTime >= '2019-03-29 12:05:51' and ClearedTime <= '2019-03-29 12:05:52')

2) select * from AlertAnnotation where alertid in (select AlertID from alerts where ClearedTime >= '2019-03-29 12:05:51' and ClearedTime <= '2019-03-29 12:05:51')

3) select * from AuditRecords where InternalID in (select AlertID from alerts where ClearedTime >= '2019-03-29 12:05:51' and ClearedTime <= '2019-03-29 12:05:51')

The first query will provide you with the alert info.
The second query will provide you with the Annotation info for that alert.
The third query will provide you with the user that cleared that alert.