IV67805: [nco_g_bmc_remedy] GATEWAY ATTEMPTS TO CREATE TICKET FOR DELETED EVENTS, IF PREVIOUS ATTEMPTS HAVE ALREADY FAILED.

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 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

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