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Alert not recurring

Nick Mar 07, 2018 11:57AM UTC

I've just setup a rule on a DB message channel and I've done it so the all the alert fields will match in the hope that it will just increment the occurrence count rather than create a new alert. This isn't happening. Can anyone advise, please?

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Harry Clowes Mar 07, 2018 01:58PM UTC Interlink Software Agent
Hi Nick,

Happy to help with this one. Please see below.

Please can you tell me what version of BES you are using: cat /opt/ISS/POWERpack/Version

The next part is to find out what part of the alert is different.
1 Open the BSD and find two alerts that should be getting incremented
2 Open the alert details for both of these alerts
3 Click 'Edit' > Copy
4 Past each of these Alert Details in a note pad file and attach both of these to this case

I will then be able to compare the details of the alerts for you. Once we know what is different in these two alerts, we can look at why the incrementation might not be happening. If you need a hand with this, feel free to get back to me.

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Harry Clowes Mar 08, 2018 02:51PM UTC Interlink Software Agent
Hi Nick

If you open SMARTView to the BES sever is question, launch the global CAF editor, you should be able to define what fields will be ignored. Any fields that are being ignored will not be compared when it checks if the alerts are the same, in turn this will allow the incrementaiton you are after.

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Harry Clowes Mar 08, 2018 03:05PM UTC Interlink Software Agent
Hi Nick,

To further debug your problem, we need to obtain some more information. To do this, we will need to put the Message Channel in question into debug. Once the message channel is in debug, we will have more information available in the log.

To put the message channel in to debug:
1. Login into the admin console via Internet Explorer
2. Choose 'Message Channel Management' in the tree menu on the left hand side
3. Select the Message Channel in question, and press select
4. Toggle the box to enable debug and press proceed and then proceed again. The message channel is now in debug mode.

The next part of the process it to send in the alerts.

Once the alerts have been sent in, we need to obtain the relevant log file.

1. Open an SSH session to the BES server in question and change to ppadmin user
2. Navigate to $PPLOG
3. Search for "POWERpackTrans.<MCame>_Log" where MCname is the name of the message channel the alerts will be coming in on
4. Attach the requested log to this case for further investigation

If you could reply via the case, that would be appreciated.


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