After enable action auto ticketing is not working.

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Article ID: 205962

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

We are using SOI 4.2  due to some reason we had to disabled our action for some time and after work completed we enable the action but I feel that our auto ticketing after enable the action is not working properly.

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

The escalation action for creating tickets is working properly.

Old alerts created before the action was enabled will not get ticketed. This is working as designed.

New tickets being created for new alerts.

Customer can manually create the ticket for the old alerts by selecting the alert, right click and select "Take Action" than select the action to create the ticket.

Otherwise a restart of the CA SOI Application Server service is required to auto ticket old alerts.