APM -> SOI Integration Issue

Document created by Hiko_Davis Employee on Nov 19, 2014
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The following is taken from an actual customer case.

Recently, there was a situation in which integration between APM and SOI was having an issue related to alarms generated were not being cleared when the underlying condition resolved. When a support case was opened for this topic, the issue was researched and many logs were collected.


Finally, after several phone calls, it was determined that there was an undocumented rule about how alarm thresholds were supposed to be set in APM that was causing this issue. The following is the alarm definition panel.


It's plain to see that there are two different levels of alarm that can be defined. Since there are also separate "Action" options available, our assumption was that these two levels were independent of one another and could be used separately. For example, if only a "Danger" alarm was needed, then the configuration information for the "Caution" was irrelevant.


It turns out in reality that if only a "Danger" alarm is used that the "Caution" fields need to be set exactly the same as the "Danger" alarm parameters to ensure that it works correctly; otherwise the alarm will not clear in SOI as expected.