Hello CA Guys,
I think we got a interesting case here. Let me show you!
We use ServiceNow to open tickets from Nimsoft alarms, this is simple and we use Sngtw probe.
On 15th of January, Nimsoft generated a critical alarm, with the following information:
Alarm ID: XG59644361-63772
Message: The interface 'Gi2 / 0/7' (Description: 'BR06-WAAS-02 port ***') on '10 .55.46.65 'is down.
Every critical alarm is sent to ServiceNow and a ticket is created.
However, the created ticket was opened with another message.
Message: Description: The interface 'Gi1 / 0/7' (Description: 'BR06-WAAS-02 port ***') on '10 .55.46.65 'is down.
You can see that the alarm on Nimsoft is from Gi2 / 0/7 interface, and in ticket it is 'Gi1 / 0/7'. How did this happen?
Follow prints of this case:
On syslog of SOAP that is sent to ServiceNow, we can confirm that a message with 'Gi1 / 0/7' interface message arrived.
<description xsi:type="xsd:string">The interface 'Gi1/0/7' (Description: 'BR06-WAAS-02 porta ***') on '10.55.46.65' is down.</description>
Anyone have an ideia about how did this happen? .
Summary of our environment:
CA UIM 8.20
I think this probably has to do with nas message suppression.
the only thing different in the message is the 1 number from what I can see.
NAS by default does not take into consideration numbers when suppressing messages.
I would make sure the check box on the message suppression tab is not checked to skip numeric characters
and that the message length is at least 100.
see if this does not help.
If not I would suggest opening a case with support as logs and configurations will need to be reviewed.
Thank you for your reply
This case has had an impact on monitoring environment.
The Interface Gi2/0/7 was DOWN and the ticket was created, however it was createdfor the Gi1/0/7 interface, so the Specialist who took the ticket closedthe ticket because the interface Gi1/0/7 was UP.Then, the interface Gi2/0/7 continued DOWN and without any ticketto handle the case.
Our NAS configuration is as follows:
I opened a case in CA support, I have the logs on both sides (ServiceNowand NAS and SNGTW probe), but I have no hope of solving this case because it is not possibleto reproduce the fault.