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Summary Description Mismatch in Service Now Incident

  • 1.  Summary Description Mismatch in Service Now Incident

    Posted 02-12-2016 07:34 AM

    Hi Experts,

     

    We have installed CA SOI 3.2 in windows environment which is integrated to Service Now using Universal Helpdesk manager and UIM using the new UIM connector.

     

    Recently an alert which is automated from CA SOI console have a different summary and different description as below in the Service Now incident.

     

    Please suggest on the same.

     

    Summary : Web Application - Expected state running, found state stopped (service description: Hyperion EPMA Web Tier - Web Application)

     

    Description: hostname | ntservices: Managed Server - Expected state running, found state stopped (service description: Hyperion Foundation Services - Managed Server) | 2016-01-30T02:22:34-05:00 | null |

     

    Sometimes both the summary and the description is wrongly updated in Service Now incident even though it is showing right values in SOI console.

     

    Regards,

    Manu

    +91 8754587671



  • 2.  Re: Summary Description Mismatch in Service Now Incident

    Posted 02-17-2016 10:27 AM

    The problem happen while parallel processing of two alerts at the same time. Can anyone suggest on this?

     

    Regards,

    Manu

    +91 8754587671



  • 3.  Re: Summary Description Mismatch in Service Now Incident

    Posted 02-17-2016 10:41 AM

    Hi Manu,

     

    Which version of SOI are you using?

     

    In the latest release of SOI 3.3 and 4.0, this has been enhanced and there will be an Action progress bar to avoid parallel processing.

     

    If you are you SOI 3.1 or 3.2, please upgrade to latest release asap.

     

    Thanks

    Brahma



  • 4.  Re: Summary Description Mismatch in Service Now Incident

    Posted 02-18-2016 06:40 AM

    Thanks for the update Brahma.

     

    We are using SOI 3.2 at this moment.

     

    Is there any workaround available for fixing this until we upgarde SOI. Please suggest.

     

    Regards,

    Manu

    +91 8754587671



  • 5.  Re: Summary Description Mismatch in Service Now Incident

    Posted 03-09-2016 07:43 AM

    Hi,

     

    Is there any workaround available for fixing this until we upgarde SOI. Please suggest.

     

    Regards,

    Manu

    +91 8754587671