Hello I am using SM 9.30 and we have an Integration to OMI. I have 2 issues currently with this integration that I'm hoping you can help with.
1) Whenever some special characters such as ' or \ are found in our OMI generated Tickets and we close the ticket, SM should talk to OMI and close the related alert. Instead we are receiving a failure. We have found that when SM passes the data back to OMI, it is not handling those characters and OMI considers them invalid XML therefore it fails. Shouldn't SM automatically take care of this through the integration? It is not uncommon for us to have \ as part of a file patch in our tickets, especially for tickets opened from application logs. We do not want to add processing time by writing custom code to somehow resolve these characters, seems like this should be within the integration. OMI has no problems sending the characters to SM and SM has no trouble opening the tickets that have these characters in them.
2) When we have failures from the above situation, we see them in the SMISTaskQueue Table, it appears to us that SM is constantly trying to reprocess these and the Max Retry Time is always set to 0 (this never changes). We thought that these would only be tried again according to the retry parameters set on the OMI integration in Integration Manager. Is this something that is broke in SM 9.30?