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Troubleshooting › Operations Console Troubleshooting › Escalation Actions - Resolve Escalation Action Failures

Escalation Actions - Resolve Escalation Action Failures

Symptom:

I received an email notification that CA SOI has stopped an escalation policy action because the action continues to fail.

Solution:

CA SOI provides an error notification that automatically retries failed actions for a specified time period and then disables the action.

The following procedures describe how to resolve an action failure that is based on the action type.

Clear Alert

Follow these steps:

  1. Try to clear the Alert manually. Right-click the alert and select Clear Alert.
  2. Check the Clear Alerts flag on the Global Settings page, which is available on the Dashboard Administration tab.
  3. Turn on debug tracing on the SA Manager and view the debug information:
    1. Access the SA Manager Debug page.
    2. Click Web Server Debug Page (Runtime).
    3. Locate the Alarm Data Model module and change the Desired State to ON and click Apply.
    4. Check for errors in the soimgr-debug.log file.
  4. Enable the action once you resolve the error.

Create Announcement

Follow these steps:

  1. Verify that all of the properties that are set for the Announcement are valid.
  2. Verify that the help desk system is reachable and that the associated services are running.

Create Ticket

Follow these steps:

  1. Verify that the Description ticket property is set in the action.
  2. Verify that all properties set in the help desk system are valid.

Execute Automated Process in CA Process Automation

Follow these steps:

  1. Review the failed process or form in the Default Process Watch in CA Process Automation.
  2. Verify that the CA Process Automation server is reachable and that the CA Process Automation service is running.

Execute Command

Follow these steps:

  1. Verify that the executable is in the system path.
  2. Verify that the executable is functioning outside of CA SOI.

Send Email

Follow these steps:

  1. Verify that the email server is configured. See email configuration documentation.
  2. Ensure that a comma is used as a separator when using multiple email addresses.