CEM Close Open Incidents Automated

[Anon Anon]

We are migrating from CEM 4.2 to APM 9.1.5. In CEM 4.2 we had a cron script that 'Closed' Open Incidents by updating the ts_biz_events table via SQL (based on appropriate criteria such as defect type and time since the Incident was opened [triggered]). This SQL is not successfully closing Incidents in 9.1.5 as it did in 4.2. The ts_biz_events table has changed a little with the upgrade, and it appears that there are other internal services at work in closing an incident. Has anyone else had a similar challenge? We do not want to have to manually close each incident. This would be very much like the process that APM would perform to 'Age-Out' a Pending Incident, but this would be to Close an Open Incident. Thanks.

[Haruhiko Davis]

Any sort of customization like this will not be supported by CSO.
If this was written by CA Services, you will need another Professional Services engagement to fix this for you.

It's certainly a nice feature and would like to take a look at it. Can you post it here?

[Anon Anon]

Just to bring this to its logical conclusion - we did implement a solution for this that included querying the APM database (this included selecting incidents for our criteria from the ts_biz_events table) then invoking CEMExportTool.jar passing it a '20' command to close a given incident. The details of how to invoke CEMExportTool.jar from the CA APM API Reference Guide. It works really well....

[Haruhiko Davis]

Please make sure to mark your thread as "resolved".

[kwisniewski]

Hi, we are having the same problem, could you please describe Your solution for me? To be precise how do You invoke the script and under which conditions? Is there a trigger set on the base or does this happen  periodically using a scheduler?

[Hallett German]

kwisniewski

 

Take a look at the readme filweor the APM Guide to learn how to use the APM CE EXport tool to close incidents

 

20: Close a specified Incident.

                Command-specific parameters: -incidentid -comments(optional)

                For example:

                java -jar CEMExportTool.jar -host cembox -username username -password password -port 8081 -command 20 -incidentid 1 -comments "Closed from CEMExportTool by someone"