SOI 4.3 acknowledging actions not synchronized to spectrum

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

When using the spectrum connector for SOI <-> Spectrum integration, the southbound synchronization to Spectrum is not working.

When trying to acknowledge the alert in SOI, it works, but the change is not synchronized to Spectrum. 

Environment

SOI 4.3.X

Spectrum Connector all versions 

Cause

The connector entry was missing in the ucf_broker_store. After further clarification, it turned out that 2 connectors had the same uuid in the configuration. 

Resolution

Make sure that all the connectors have unique uuid and the correct entries are present in the ucf_broker_store. (Verify if correct .ubr files for all connectors have been created under the following path: CA\SOI\ucf\ucf_broker_store\)

 

Additional Information

Moreover, double-check if the Spectrum connector heartbeat is not missing and the connector is in an initialized status without any interruptions. Check if the following error messages occur in your environment:   

Spectrum connector log-
[Timer-1247],01-22-26 11:04:07,INFO  successfullyPolled       :4494  Spectrum Heartbeat missed, reinitalizing the connector -  delta in milli seconds :100120
[Timer-1253],01-22-26 11:24:07,INFO  successfullyPolled       :4494  Spectrum Heartbeat missed, reinitalizing the connector -  delta in milli seconds :100084
[Timer-1259],01-22-26 11:44:07,INFO  successfullyPolled       :4494  Spectrum Heartbeat missed, reinitalizing the connector -  delta in milli seconds :100068
[Timer-1265],01-22-26 12:04:08,INFO  successfullyPolled       :4494  Spectrum Heartbeat missed, reinitalizing the connector -  delta in milli seconds :100089
[Timer-1271],01-22-26 12:24:08,INFO  successfullyPolled       :4494  Spectrum Heartbeat missed, reinitalizing the connector -  delta in milli seconds :10012

SAM-IntegrationServices_wrapper.log -
INFO   | jvm 1    | 2026/01/22 12:24:08 |  INFO | Spectrum Heartbeat missed, reinitalizing the connector -  delta in milli seconds :100124
INFO   | jvm 1    | 2026/01/22 11:52:27 | handleIFWSiloException: com.ca.ucf.api.MDRUnavailableException: MDR host <hostname > is unavailable - heartbeat missed.

If they are, confirm that the CORBA connectivity requirements are met and the configuration on the Spectrum side is correct. See more details in: 

Ports Required for Spectrum and Service Operation Insight Connectors Communication

In addition, verify if the correct connector hostname/IP address is specified in the Spectrum resource file (.vnmrc)