Alerts not getting Acknowledged on lower level SAM

Products

• VMware Smart Assurance

Issue/Introduction

When user acknowledges the alarm from FE dashboard, the alarm gets cleared on GSAM level, but remains active on CSAM level. 

Environment

Watch4net|M&R 7.x

Cause

1). This is expected behaviour that when an event is acknowledged in MnR, it is acknowledged only in Pres-SAM and not cascaded to underlying domain.

2). When a notification is acknowledged from SAM console and notifications are acknowledged based on "Hierarchical acknowledge" parameter set in Global Administration console -> ICS Configuration Configuration -> System Defaults.

3). If "Hierarchical acknowledge" is set to true, "acknowledge all" action is set and the notification is acknowledged in underlying domains.

4). If "Hierarchical acknowledge" option set to false, "acknowledge" action is set and the notification is not acknowledged in underlying domains.

5). However in case of edaa which M&R uses, different APIs are used for "acknowledge" and "acknowledge all" actions and hence , "Hierarchical acknowledge" is not used to decide whether the acknowledgement should be cascaded to underlying domains.

Resolution

1). As a workaround, there is a possibility to send "acknowledge all" action instead of "acknowledge" from M&R. But in that case, notification will always be acknowledged in underlying domains whenever acknowledged from M&R.

2). Raise a case with Broadcom support to implement this workaround.