Incidents are not getting created in ITSM system.

Products

• DX OI SaaS

Issue/Introduction

We see many devices that are part of a service and we see the service alarm in OI, but still incidents are not getting created in ITSM.

Also we see many Many situation-based alarm created in OI, Though we have not configured anything.

Resolution

The assignment group used for the mentioned service is no longer valid and has become inactive. A similar issue has been reported for the other service as well.
Please use a valid assignment group. This should resolve the issue.

 Additionally, this assignment group is derived from the service-assignment group mapping file. We need for you to share the updated mapping file after correcting the assignment group. Once received, we'll need to deploy it in the SaaS environment with assistance from the SaaS Ops team.