Service Impact being set to None - -unable to use action to cerate ticket in Service manager

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

For some alerts received the service impact is now 'none', and that value is not allowed to create a ticket in Service manager.  I think it has to do with the relationships created between the UCS blades and the VMs that live in their clusters.  I would like to either fix why the impact is none or hard code the Service manager action to be a 3 - Moderate. I tried to hard code it, but I get the same error.  

 

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

Customer was setting the Impact to the string he saw in SDM, had customer set the value to just 3 and he was able to open the ticket.