DX OI - ServiceNow incidents are getting reopened many times.

Products

• DX Operational Intelligence

Issue/Introduction

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

Environment

CA DIGITAL OPERATIONAL INTELLIGENCE - 1.3.2

 

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."

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.