Alert with same summary created separate ticket

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Article ID: 194861

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction


We have received some threshold alerts summary like (URL response for 'one-click_Test' is 110 ms, which exceeds the threshold (10 ms). around 10 alerts we received. The summary is same but each of these alert's created separate ticket instead of updating the same ticket. 

Cause

These are unique/individual alert's with different nimid generated from UIM. All of these alert's goes in to an alert queue with a create ticket policy assigned to the queue which gets triggered for any new alert.

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

These are separate unique alert's created in UIM with their own nimd (UIM alert id) and published to SOI. These alert's went in to an alert queue with a ticket action policy assigned to it which created individual ticket, this is working as design.