Cleared Alarms getting updates

Products

• DX OI SaaS

Issue/Introduction

We have observed that old cleared service alarms got updated on 25th Jan 2024.
What is the root cause of this issue on what triggered the update of cleared alarms that causing unwanted incidents.

Resolution

How are the alarms being cleared? Is it cleared manually or automatically. If we cleared that manually, if any updates happens it will be ignored. if it is closed automatically then any updates then it will reopen.(It was done automatically)

Or rephrased -- Typically this happens, if OI receives an update on a closed alarm, it will be reopened

One correction to above,  when a service alarm is closed manually or automatically, then any update is not being honored. So any update to the cleared service alarm will always open a new alarm.

But looking at the alarm details/history, all of them got closed on 25th only. So any update that came before 25th might have triggered that ticket creation.

So we see that updates happens to the alarm before it got closed and hence resulted in the incidents.