Cannot successfully acknowledge nor delete any existing paging alerts in OC or IM.

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)

Issue/Introduction

Cannot acknowledge and remove any existing paging alerts in Operator Console or IM.

Environment

• DX UIM 23.4.4

Resolution

Use nas version 23.4.4.1.

Select and right-click/deactivate nas and alarm_enrichment at the same time.

rename or delete:

1. database.db

2. transactionlog.db

Select and right-click/activate alarm_enrichment and then nas.

Check to make sure the 'stuck' alarms are gone or try to acknowledge them.

Then try logging out and logging back into IM and then double-click the alarm sub-console rainbow bar at the bottom of the IM windows to see if those alarms disappear or remain stuck.

Additional Information

Note: deleting the transactionlog.db and database.db from NAS will clear all existing alarms from UIM.  Any alarm conditions which are still valid will be re-alerted on the next polling interval.  This may have impacts on other systems such as auto-ticketing or integrations with other platforms.  It may be necessary to disable the automatic creation of tickets, or warn your teams that the alarms will all be cleared and re-created.