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A capability that was in NETCOOL is that the ALERTS would not Clear out of the GUI until the external created ticket (e.g. BMC Helix ITSM) was closed. Want same functionality in Cloud Pack for AIOps for external triggered tickets (e.g. BMC Helix ITSM) that the ALERT or INCIDENT is not CLEARED until the external ticket is closed.
Telstra ask here is, if the alarm is cleared and it has a ticket associated to it, then that alarm should be removed from UI only once the ticket is Closed/Cancelled/Completed. The clear lifecycle can follow the existing flow till the removal/deletion part.
Option d should never clear an alert. Alert should only be cleared due to a, b or c.
Idea priority | High |
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Discussed this on the call w/ Telstra today.
Current Netcool:
Telstra's Netcool (superdam) is configured for it to not close an alert unless the ticket status column shows that the ticket is closed. There is an impact policy that polls Remedy and updates the ticket status column for any cleared alert.
Current Netcool + AIOps
AIOps's netcool connector has "managedBySender" set to true and as such AIOps will not close the Alert until it is Closed in Netcool. As such if the ticket is created from Netcool, then the logic will work as before, with the Alert only closing in Netcool once the ticket is closed. Closing the alert in netcool will then trigger the closing in AiOps as well. If the ticket is created in AIOps, then the custom logic that augments the alert with the ticket number, needs to do so in both AiOps and Netcool and the logic will work as request.
Future AIOps Only:
For this Idea, we will update it to request the alert closure logic to be customizable. In 4.9.x an alert is closed 2 minutes after it is cleared, unless the "managedBySender" configuration is se on the netcool connector (assumming the alert came from Netcool). With that setting configured then AIOps will defer to Netcool on when to close.
The request here will be to add the option in AIOps to configure the time to a different value than 2 minutes, as well as the option to customize the logic such as closing only when a given attribute is set to a specific value (so as for example the ticket state to closed).
@Warren Zhou @JAMES Moore FYI