Rick, I firmly agree with you. You and I and a number of the arslist oldies can identify the back line people who have been the basis of our success for years. I offered the solution to help all of us, as it took 5 days worth of exchanges with the front liners and their inane questions when I pinpointed and forwarded the problem and specific documentation to them instead of the other way around and only asked how to fix the very specific problem and it still took 48 hours before I finally received Gary's email with the answer. C
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, October 04, 2007 10:56 AM To: [email protected] Subject: Re: [RESOLVED] Escalation creating dup tickets ** Chris, I'm not at all surprised that Gary was able to provide a quality solution, but if I may clarify for a moment, I don't think many (if any) of us are displeased with the support that the "old-timers" like Gary give us - it's usually stellar. It's the offshore people that are hit and miss, and are the source and direction of our ire. Just want to be sure it's clear that we know who and where the good techs are, and we value them as highly as you do. Thanks for sharing the solution with all of us. Rick On 10/4/07, Pickering, Christopher <[EMAIL PROTECTED]> wrote: ** Ladies and Gentlemen, For future reference, if your system is included in a Server Group AND your escalations start acting particularly obnoxious (duplicate tickets, multiple TID's, etc) - Thad identified that aspect - there is no way to "turn off" escalations are you normally would in the admin tool using the "disable escalations" switch. To accomplish this feat all you need to do is arsignal -e [servername] on the primary server running the escalations and presto its fixed. This command recaches escalations. The fix was ultimately offered by Gary Reif in BMC Technical Support. I fully believe that credit should be given when they do well considering all the blasting they take at other times. Thank you Thad and Joe D'Souza (keep drinking that caffeine) for your patience and suggestions. Chris P ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected] ] On Behalf Of Thad K Esser Sent: Tuesday, October 02, 2007 4:57 PM To: [email protected] Subject: Re: Escalation creating dup tickets Chris, I haven't followed this whole thread, so I apologize if I missed something, but is there only one TID (thread id) in your escalation log? I've had situations on an unpatched 6.3 server where "ghost" escalation threads would show up. Escalations would appear to fire twice on the same data and the only evidence was multiple thread id's in the escalation logs. The fix was to disable escalations in server settings (stops all the escalation threads), and then re-enable them. I never tracked down what caused it, but the problem went away with a later patch (20, I think). Thad Esser Remedy Developer "Argue for your limitations, and sure enough, they're yours."-- Richard Bach "Joe D'Souza" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" < [email protected] <mailto:[email protected]> > 10/02/2007 01:17 PM Please respond to [email protected] To [email protected] cc Subject Re: Escalation creating dup tickets ** I noticed duplicate actions but actions with no mappings on them.. I was wondering what was with that too.. Joe D'Souza -----Original Message----- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of Pickering, Christopher Sent: Tuesday, October 02, 2007 3:41 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Thats the another odd part of it. Although the first firing indicates that the escl failed, then the next log entry is the firing of the same escl again, but if you wade through the push fields, you will see that each field is pushing twice, then actions 2 & 3 are duplicated. I've been waiting for BMC to call back with their diagnosis, but I can't wait that much longer. I have to get this back into production. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected] ] On Behalf Of Joe D'Souza Sent: Tuesday, October 02, 2007 3:25 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** I noticed that but it fails qualification once, and the second time around it passes the qualification, and performs the push operation once.. Did that create a duplicate ticket even though it appears like it performs the push once? Re-creating the escalation might help. It may be that the Escalation definition cache has encountered some sort of corruption. What you could try doing is exactly what I've emailed you directly - i.e. - Delete the Escalation, stop the Escalation server by disabling the Escalation thread, recreate or import that escalation back, and then restart the escalation server. If that doesn't work, re-engineer the whole thing to see if that works. Have the Escalation check for an unprocessed record in the Alerts 7.1 form (this I recognize as a Netcool form???). When an Escalation finds an unprocessed record in the Alerts 7.1 form set the acknowledge flag, and have a filter process the push to the helpdesk form by checking for the TR value of the flag. Joe D'Souza -----Original Message----- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of Pickering, Christopher Sent: Tuesday, October 02, 2007 3:04 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Joe, I've sent the log file and a def file. The oddity here is that when you look into log file, a single escl is firing within itself. The escl starts, then starts again in mid operation and it completes the operation twice. I've never seen this before. The most obvious thought would be to delete and recreate, but I would love to have BMC tell me how this happens. C ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected] ] On Behalf Of Joe D'Souza Sent: Tuesday, October 02, 2007 2:47 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Sure send it on this email account directly if you do not intend to send it on the list.. It might take me a while to take a look at it but I'll see if I can spot anything.. I might ask for a combination of a filter and escalation log too later if the escalation log alone is not enough, but for a start lets have a look at the escalation log only and see if I can spot something there.. Joe D'Souza -----Original Message----- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of Pickering, Christopher Sent: Monday, October 01, 2007 2:56 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Joe, Is there a better email acct to send a piece of the escalation log. There is something very odd within it. C ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected] ] On Behalf Of Joe D'Souza Sent: Monday, October 01, 2007 1:49 PM To: [email protected] Subject: Re: Escalation creating dup tickets ** Chris, What are the chances that both your escalations evaluate to True, thus firing actions twice during the runtime of both the escalations resulting in 2 tickets? Joe D'Souza -----Original Message----- From: Action Request System discussion list(ARSList) [mailto: _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
