Keep alert "Acknowledged" field as true on re-open

[amit_bt]

We have a special scenario where an alert is changing state (Open->Closed->Re-open->Closed-Re-open etc....) fairly often. The alert has been assigned to an incident, and the "Acknowledged" field in the alert is set to "True" when we change the state of the incident to "In progress" or "On hold". But when the alert change state from "Closed" to "Re-open", the "Acknowledged" field in the alert is also changed to "False".

We want the "Acknowledged" field to stay as "True" when the alert is re-opened because we have an incident open for this alert that is being worked on, and we use the "Acknowledged" field to indicate that an alert is under control and should not bother our network operating center. How can we accomplish this?

I appreciate any hints.

[Rahul Priyadars · Accepted solution]

Hi Amit

Please explore these Code Objects for Same.

BR on em_Alert Table--->Reopen associated closed incident

This BR Calls Script Include --> EvtMgmtAlertMgmtAlertReopenHandler

Please analyze the code and see where you can do the resetting of Acknowledged Field based on Re-Open Count>0.

You need to se this function of Script Include

Other way around is Leave OOTB codes as it is and write own code to Set Acknowledged Field In case of Re-Opening.

Regards

RP

[amit_bt]

Thanks Rahul. that is useful