DX OI - ServiceNow incidents are getting reopened many times.

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Article ID: 189070

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Updated On:

Products

DX Operational Intelligence

Issue/Introduction

ServiceNow incidents are getting reopened multiple times (the highest count is 4500+) Why?
Generated Alarms are from UIM



Cause

From UIM Infrastructure Management, confirmed that repetitive alarms were being generated from UIM probes



From OI documentation, this behavior is expected and by design:
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/digital-operational-intelligence/1-3-2/configuring/channels/configure-servicenow-notifications.html 

"Reopening Tickets

The tickets are reopened in ServiceNow when a similar alarm occurred in Digital Operational Intelligence and the alarms matches the following criteria:
- The alarm must be in the cleared state in Digital Operational Intelligence
- The associated ticket must be in the Resolved state in ServiceNow

NOTE: The ticket remains open for the alarms that do not have closed state."

Environment

CA DIGITAL OPERATIONAL INTELLIGENCE - 1.3.2

 

Resolution

Workaround: temporarily disable "Alarm is Reopened" setting in the Channel configuration


Solution: Investigate why the UIM probe is continuously reporting the same alarm and fix the issue in the affected application or backend component.

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