events not clearing in operator console when cleared in SOI

Products

• CA Service Operations Insight (SOI)
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)
• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

Events not clearing in operator console when cleared in SOI.

• UIM 20.4 CU5
• Catalyst: 3.4.1.265
• Catalyst Installer: 3.4.2.26
• Connector Version: 3.9.0.32
• Catalyst Version: 3.4.2.26

Environment

Release: SOI 4.2

Resolution

Here are the steps we did on your dev env to get it working.

1) Stop all SOI services on Manager, UI, and Connector servers

2) Delete all files in the following folders on Manager server
   \soi\tomcat\temp\
   \soi\tomcat\logs\
   \soi\tomcat\work\catalina\
   \soi\apache-activemq\data\kahadb\

3) Delete all files in the following folders on UI server
   \soi\samui\logs\
   \soi\samui\temp\
   \soi\samui\work\catalina

4) Delete all the files in the following folders on the Connector server
   \Catalyst\CatalystConnector\container\nls-store\
   \Catalyst\CatalystConnector\container\registry-cache\    
       
5) Run the following SQL queries
delete from ca_ssa_tags where tagname like '%synchronization.inprogress%'
delete from ca_ssa_tags where tagname like '%synched.pending%'
delete from ca_ssa_tags where tagname='synched.known.mdrs'

6) Apply CU4 on Manager, UI and connector servers.
   Start up only the SOI services on the Manager server
   Go to Manager debug page and make sure Manager start is completed

7) Start up the SOI service on UI

8) Go to the UI Webpage -> Administration tab, expand Manager Configuration
   Go to Synchronization Configuration and make sure "Alert Synchronization" is enabled
   If not, enable it and restart the SOI Application server service.

9) Go to the UI Webpage -> Administration tab, expand Manager Configuration
   Go to Catalyst Registry, launch Catalyst Registry and login
   In Resources, select Browse, expand topology -> physical -> node0 -> sor -> syncfilter and select alert_filter.xml
   In the Content section, select "Edit as text"
   In the section add a line for UIM (<mdr productName="CA:00050" /> <!-- UIM -->) 
    <action defaultBehavior="drop">
      <send>
        <mdr productName="CA:00003" /> <!-- NSM-DSM -->
        <mdr productName="CA:00005" /> <!-- SPIM -->
        <mdr productName="CA:00031" /> <!-- SCOM -->    
      </send>
    </action>

  to

        <action defaultBehavior="drop">
      <send>
        <mdr productName="CA:00003" /> <!-- NSM-DSM -->
        <mdr productName="CA:00005" /> <!-- SPIM -->
        <mdr productName="CA:00031" /> <!-- SCOM --> 
        <mdr productName="CA:00050" /> <!-- UIM -->   
      </send>
    </action>

Select "Save Content" and sign out

10) Start up the SOI services on the connector server