Support Article

Resolved WorkObjects are re-opened by Agent

SA-26634

Summary



WorkObjects that are resolved in Autonomic Event Services (AES), continue to be updated by the Agent and are re-opened.

Example, there are several alerts for which thresholds are being adjusted to meaningful values, and AES user will close the existing Work Items because they do not provide any value, once the new thresholds are in place, if alerts get generated under a new Work item, that is fine.

Error Messages



Not applicable


Steps to Reproduce



Resolve a work object in AES.


Root Cause



The product is functioning as designed.

Resolution



Over a short period of time urgency and statistics will reflect only recent data, therefore the reported issue will not actually cause a reopened item to "confuse" AES users with old alert data.

Old items that are no longer generating alerts will automatically be resolved as well.

Published August 10, 2016 - Updated August 23, 2017

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