APAR status
Closed as fixed if next.
Error description
If a previous attempt to create a ticket fails, the gateways sets the ticket id to some configurable failed ticket identifier. When such an alert is deleted, the gateway will try again to create a ticket, which will almost certainly fail as the alert data is no longer available.
Local fix
None. Resulting errors must be ignored.
Problem summary
**************************************************************** * USERS AFFECTED: * * Users of Remedy gateway that include business logic in * * Remedy to selectively fail to create tickets from OMNIbus. * **************************************************************** * PROBLEM DESCRIPTION: * * If Remedy includes business logic to selectively fail to * * create tickets from OMNIbus (due to extra validation in the * * business logic), failed alerts will be marked with an error * * sentinal value for the ticket, which will trigger a new * * creation request on the next update or delete notification * * from OMNIbus. In the case of updates, the updated values may * * now pass the business logic validation. In the case of * * deletes, there is no data (the alert is gone) so the * * validation will certainly fail, so creation attempts should * * be suppressed when processing deletes for such alerts, but * * instead creation is attempted again, with ensuing errors. * **************************************************************** * RECOMMENDATION: * * No data is lost, so the error messages in the log can be * * ignored. * * * * The issue is fixed with version 2.2 of package * * gateway-nco-g-bmc-remedy-2 or later. * ****************************************************************
Problem conclusion
Temporary fix
Comments
APAR Information
APAR number
IV67805
Reported component name
REMEDY GATEWAY
Reported component ID
5724O73GR
Reported release
100
Status
CLOSED FIN
PE
NoPE
HIPER
NoHIPER
Special Attention
NoSpecatt
Submitted date
2014-12-11
Closed date
2015-01-08
Last modified date
2015-01-08
APAR is sysrouted FROM one or more of the following:
APAR is sysrouted TO one or more of the following:
Fix information
Applicable component levels
R100 PSN
UP
[{"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SSCM7U6","label":"Remedy ARS Gateway"},"Component":"","ARM Category":[],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"100","Edition":"","Line of Business":{"code":"","label":""}}]
Document Information
Modified date:
08 January 2015