Not able to create ServiceNow Helpdesk tickets for viptelaVpn alerts

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

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.  

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

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.