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CAUIM vs ServiceNow - Wrong Message Sent

  • 1.  CAUIM vs ServiceNow - Wrong Message Sent

    Posted 01-24-2018 12:56 PM

    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.

    Severity: critical

     

    Every critical alarm is sent to ServiceNow and a ticket is created.

    However, the created ticket was opened with another message.

     

    Alarm ID: XG59644361-63772

    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

    HUB 7.70

    CONTROLLER 7.70

    NAS 8.56

    SNGTW 2.22

     



  • 2.  Re: CAUIM vs ServiceNow - Wrong Message Sent

    Broadcom Employee
    Posted 01-25-2018 04:46 PM

    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.



  • 3.  Re: CAUIM vs ServiceNow - Wrong Message Sent

    Posted 01-26-2018 05:17 AM

    Gene Howard,

     

    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 created
    for the Gi1/0/7 interface, so the Specialist who took the ticket closed
    the ticket because the interface Gi1/0/7 was UP.
    Then, the interface Gi2/0/7 continued DOWN and without any ticket
    to handle the case.

     

    Our NAS configuration is as follows:

     

     

     

     

     

     

    I opened a case in CA support, I have the logs on both sides (ServiceNow
    and NAS and SNGTW probe), but I have no hope of solving this case because it is not possible
    to reproduce the fault.