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Symptom:
When an action alert is generated, you can view the query result immediately in CA Enterprise Log Manager. To view results in CA Enterprise Log Manager, click the Alert Management tab, the Action Alerts subtab, and select the name of the alert. Results are displayed in chart view. When the action alert invokes a CA IT PAM event/alert output process that opens a help desk ticket on CA Service Desk, a URL is displayed in the help desk issue. When you browse to this URL and log in, the query results for the alert are displayed on a single page. If you compare these results with the results displayed on the Action Alerts subtab, you may notice that the query results do not match. For example, if results are displayed for Count, the numbers on the view from the URL may be greater than the numbers displayed in CA Enterprise Log Manager. This problem can appear on heavily loaded systems when the dynamic end time set for Result Conditions in the alert is inadequate. An inadequate setting is one that does not allow sufficient time for the database update to occur before reading the database. The probability of this occurrence has been mitigated by setting the default for dynamic end time to 'now', '-2 minutes' for the predefined range Last 5 minutes.
Solution:
Modify the dynamic end time in the Result Conditions step of the action alert from 'now', '-2 minutes' to a value that allows more time, for example, 'now', '-10 minutes'.
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