Our Spectrum admin has recently loaded a trap mib for viptela devices and mapped them and set a couple of new alarms. From SOI, somehow we get "Failed to create Incident 500" errors when we tried to open ServiceNow tickets on them.
Release : 4.2
Component : Service Operations Insight (SOI) Manager
Problem is a result of the alert from Spectrum containing invalid XML characters.
In the helpdesk.log, it log this error when accessing REST UI.
ERROR [soiUpdatePoller] rest.RestClient.getClientResponseFeed(142) - Unable to retrieve https://UI-HOSTNAME:7403/rest/alert?&start=2100&size=25&includeDetails=STATUS. 500: Internal Server Error
In soiuis-debug.log, it log this error
An invalid XML character (Unicode: 0x0) was found in the element content of the document
The alert details contain those invalid characters from Spectrum aide
eventTime = å
Those invalid characters are also seen in the alert on the Spectrum side, so this needs to get fix on the Spectrum side.