Alerts from APM are not getting cleared with Normal alerts

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

We are sending alert to SOI from APM through one shell script where we do use the API call as "'http://soihost:7777/postAlert. we send critical alerts and when alerts are normal in APM it sends the Normal alert, still these are not getting cleared from SOI console.

 

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Cause

For the Connector Accelerator, the MDRElementID for the Alerts are hostname-<Hex value>

 

The Hex value is generated by the connector base on the Summary field value.

Resolution

For the Connector Accelerator, the MDRElementID for the Alerts are hostname-<Hex value>

 

The Hex value is generated by the connector base on the Summary field value.

 

We found the problem was cause by the script, it was sending different Summary for Critical and Normal alerts.  This cause the MDRElementID of the alert to be different for Critical and Normal alerts resulting in the Critical alert not clearing in SOI.

 

Fix script to sent the same Summary value for both alerts.