Tickets Generated for Devices Under Maintenance for SSSChassis class of notificaitons

Products

• VMware Smart Assurance
• Network Observability

Issue/Introduction

Users may observe that incidents or tickets are generated for specific device components (such as TrunkCable or SSSChassis) even when the parent device or the components themselves are successfully placed within an active suppression/maintenance window.

Example Scenario:

• A maintenance window is active for a StackSwitchSystem.
• Most components are correctly suppressed.
• Intermittent "Down" or "Flapping" alerts for specific SSSChassis ports still trigger ticket creation via the Ticket Adapter (3rd party ticketing system).

Environment

All Supported Smarts releases

Cause

The issue is typically caused by missing topology relationships or incorrect class mapping in the Service Assurance Manager (SAM) configuration.

In this specific instance, the SSSChassis class was not correctly defined in the synchronization configuration between domains.

Consequently:

1. The SSSChassis relationship component was missing from the SAM topology.
2. Correlation logic in the Business Impact Manager (BIM) failed to recognize the relationship between the suppressed parent device and these sub-components.
3. The suppression status failed to propagate, leading the system to treat the alerts as active rather than suppressed.

Resolution

To resolve this issue, you must ensure the SSSChassis class and its relationships are properly mapped in the dxa-sam.conf file to allow correct status propagation.

1. Update Configuration

Modify the dxa-sam.conf file (typically located in <Base-Dir>/SAM/smarts/conf/ics/ or local if customized already) to include the SSSChassis class and its attributes:

class SSSChassis
    attr DisplayName
    attr Description
    attr Location
    attr SerialNumber
    attr Type
    rel  ComposedOf
    rel  PackagesSystems
    rel  Virtualizes

2. Restart Services

Restart the SAM domain to apply the configuration changes.

3. Verification

1. Place a sample StackSwitchSystem into maintenance mode.
2. Verify that the associated SSSChassis class components are automatically added to the InMaint table:

   dmctl -s <SAM_Domain> get ICS_InMaint::ICS-InMaint::InMaintTable 

3. Use the dmctl utility to confirm the relationship:

   dmctl -s <SAM_Domain> get SSSChassis::<Instance_Name>

4. Confirm that simulated alerts for these components no longer trigger ticket creation.