Aaron: You'd think the Netcool Gateway would use the ARS API entry-id returned on submission, but it doesn't. It relies on an alert sent via filter from the Alerts 3.6 form. This alert contains the ARSTicket value for the entry-id. It's this entry id that all subsequent activity is based on. Make sure the notifications are going out via the Alert Event form and your Netcool user has permissions. If that's all working it may be a problem on the Netcool side of things.
Joe Caropepe [EMAIL PROTECTED] On 3/22/07, Aaron Keller <[EMAIL PROTECTED]> wrote:
** Hey all you NetCool experts- We have a contractor supporting our NetCool integration and we're currently having a problem where NEW alerts are updating old tickets, instead of creating new ones. This is because (we are told) the new alerts have the same 'Server Serial' field as the old tickets. Their "solution" is for us to delete or archive all of our "old" records, which is just not acceptable, as the "old" records are only 6 to 9 months in the past. I have several questions which they don't seem to be capable of answering: --How could the 'Server Serial' (a 32 bit signed integer) be repeating itself so quickly? --Isn't there a way to identify a ticket using a combination of fields (such as Server Serial AND Node) so that if/when we switch to a backup object server, the server serials don't overlap? --Isn't the gateway supposed to get the ticket's Entry ID back after a submit, and use that for updates? Thanks in advance for your help… -Aaron * Email: [EMAIL PROTECTED] SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __20060125_______________________This posting was submitted with HTML in it___
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