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Event is Resolved, but AssystETM Channel thinks it is still open

  • March 29, 2023
  • 1 reply
  • 72 views

schumacher777
Do Gooder (Customer)
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I'm working on the AssystETM Email Channel where the process should create a new incident IF it does not find an existing incident.  In our "Email-Initialization" DataMapper, we have a "Variable assyst search" that is looking at the assyst Resource of Event, which is searching on Event Status = "OPEN"; Event Type = "INCIDENT"; and Affected User Name = "Import Default", with a specific Service Offering. I believe the issue is the "field" of Event Status where it should be looking at something at a different "field", since the prior incident that was created was set to Pending-Close. 

Here is the screenshots and the process of going through my tests. 

This is the Variable Assyst Search, note this search is skipped when it isn't specific "to" email address, since this DataMapper is shared among other channels - this search will only be for a certain channel:

Below this Variable Assyst Search is a "Record to Update" with Search for Event by Formatted Reference Range.

This is the code for the Formatted Reference Range - we are specifically looking at the Application Name and Job Name that is coming in on the Subject. (Further below will be what we send for the subject)

//variables.initEventListSrch.length;
if (variables.initEventListSrch.length < 0 ) {
    '';
} else {

    // This regular expression must match the Subject line 
    // structure
    // Job: <answer> format data expected
    // This is used in the init data mapper
    var re = /Job: (.+) \Severity/i;

    var matches = re.exec(headers['Subject'].replace(/\r\n/g, " "));
    if (matches) {
        var responseString = matches[1];
        responseString;
    }
    // This regular expression must match the Subject line 
    // structure
    // Application: <answer> format data expected
    // This is used in the init data mapper
    var re1 = /Application: (.+) \Date/i;

    var matches1 = re1.exec(headers['Subject'].replace(/\r\n/g, " "));
    if (matches1) {
        var responseString1 = matches1[1];
        responseString1;
    }

    for (var x = 0; x < variables.initEventListSrch.length; x++) {
        if (variables.initEventListSrch[x].remarks.search(responseString) > 0 && variables.initEventListSrch[x].remarks.search(responseString1) > 0) {
            variables.initEventListSrch[x].eventRef;
    }

}

Did Test #1 - passed

Subject: iCIS Application: Very_Long_Name_Test_1_aaaaaaaaaaaaaa_bbbbbbbbbb_bbbbbb Date: 2023-03-24 Job: TESTJOB Severity:P3

Queued @ 3/28/2023 12:33:25pm

Created incident: 46568

Did Test #2 - passed

Subject: iCIS Application: Very_Long_Name_Test_1_aaaaaaaaaaaaaa_bbbbbbbbbb_bbbbbb Date: 2023-03-24 Job: TESTJOB Severity:P3

Queued @ 3/28/2023 12:34:49pm

No incident created, attachment was done.

@ 3/28/2023 12:35pm - Incident 46568 was set to resolved. Notice the blue line is the RESOLVE in this screen shot.

Did Test #3 - failed!! After Test #2, the incident that was created with Test #1 was set to Resolved, which displays the Incident of "Pending Close". My thought is that EventStatus in the search should be "Pending Close" - which most likely is not the correct field to be looking at.

Subject: iCIS Application: Very_Long_Name_Test_1_aaaaaaaaaaaaaa_bbbbbbbbbb_bbbbbb Date: 2023-03-24 Job: TESTJOB Severity:P2

Queued @ 3/28/2023 12:37:56pm

No incident created, attachment was done

 

I’m hopeful someone in the community would be able to help out of what part I should be using in the Search. I have gone through the different options on the Assyst Search, but I don’t see anything that would be the answer for the Pending Close.

 

Please,  if you have questions about this or need a bit more information, let me know.

1 reply

schumacher777
Do Gooder (Customer)
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  • Author
  • Do Gooder (Customer)
  • 9 replies
  • April 12, 2023

Solution: Open the DataMapper with the Search. Click on the COG

In the pop-up window, click the checkbox to show the caching options.

Scroll down to the Search, uncheck the Use Cache.

 


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