Improve tickets management

Products

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

Issue/Introduction

How to improve tickets management from DX UIM x DX O2? Sometimes short-lived alarms that open and close quickly in UIM may never have their CLOSED status reflected in DX O2.

The alarm remain permanently open on the DX O2 side, leading to false positives, inflated alarm counts, and incorrect service health, even though the underlying issue has already been resolved in UIM.

 

Environment

DX UIM 23.4

Resolution

 

When es_enabled = true, instead of relying solely on the local alarm payload to send a closure, the oi_connector fetches the existing alarm data directly from DX O2, updates its status to CLOSED, and republishes it. This ensures alarm closures are always properly synchronized, even for short-lived alarms where the full payload may not be available at the time of closure.

1. Login in UIM Admin Console
2. Search for OI_Connector probe

3. Click on the three dots, then "Raw Configure"

4. Search and click in "Setup" at the left menu:

5. Now add es_enabled as a new variable as the screenshot, then click in "Create" and after that click in "Update"

6. After saving the raw config change, you need to restart the oi_connector probe for the parameter to take effect.