Duplicate alerts from ConnectorAccelerator

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Article ID: 223044

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

SOI 4.2

Customer is getting duplicate alerts from the ConnectorAccelerator.

The alert have different Source Alert ID.

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

I went over the alert raw file and was able to confirm that the duplicates are a result of alerts being sent to the ConnectorAccelerator connector with the alertKey value.
If you send alerts with the alertKey value, the ConnectorAccelerator will use the alertKey value as part of the Source Alert ID.  
I found that those duplicate alerts have different alertKey values.
 
Example:
Source Alert ID
XXXX.XXXX.net-KR82070387-33119
palld4nexrepos1.broadridge.net-US58429468-00750

Summary:
UIM:BR:Robot XXXX.XXXX.XXXX is inactive
UIM:BR:Robot XXXX.XXXX.XXXX is inactive