Many tickets being created for the same alarm in Remedy

Products

• DX Operational Intelligence

Issue/Introduction

OI Auto ticketing is creating tickets in Remedy but the ticket number is not getting back into OI which is causing the ticketing engine to keep creating new tickets for the same alarm. When we try to manually ticket an alarm we get a ticket number back (and a new ticket is created) but again the ticket number does not get back into OI so we have no link to the ticket and have no idea which alarms have been ticketed.

Cause

The timeout between nim-api pod and nim-core pod was only 30 seconds; whereas the timeout between nim-core and Remedy is 150 seconds.  This resulted in the tickets being created but nim-api and incidentmanagement never becoming aware of this.

Resolution

The immediate fix to this is to add an environment variable to the nim-api pod increasing the timeout to nim-core to 160 seconds.  The expectation is that we can now never timeout this interaction if a ticket was actually created. 

API_TIME_OUT
VALUE: "160000"