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Old Value and New Value arrays generating incidents

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Hi,

When we have new/old array values coming in from ucmdb, even when there is no change an incident ticket is being created. This occurs not only when the order is incorrect, but even if both arrays are identical. Is this dependent on the Data Type in extaccess or another configuration? What are the steps to correct this?

Thank you

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Respected Contributor.. Respected Contributor..
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Re: Old Value and New Value arrays generating incidents

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The issue has not been resolved and case opened. If anyone has seen this before or has a solution please share as well

Thanks!

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Re: Old Value and New Value arrays generating incidents

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Hello Lucy,

hope you are doing fine.

Could you please provide more details? what steps are you follow?  exctly the issue, etc.

 

Carlos Villalobos R
Customer Support Engineer
If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
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Re: Old Value and New Value arrays generating incidents

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Hi,

An incident is created when no changes in the CI occured after a ucmdb push to SM. In the datamodevent table the values would come in as:
Old value: {"1", "2", "3"} New Value: {"1", "2", "3"}
This should not be creating an incident. The issue is similar to /t5/Service-Manager-Service-Center/UCMDB-dataModevents-array-attributes-sort-order-changes/m-p/6827424#M130950 but I'm not sure if the sort order matters. Referring to https://softwaresupport.hpe.com/group/softwaresupport/search-result/-/facetsearch/document/KM1221212 as well.

Thanks,

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Re: Old Value and New Value arrays generating incidents

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Hi, Can you please share if your issue is resolved ? If yes then you can post the answer here, it ll help others too. If not then you can log a case with HP Software support or Professional Services for customization requests.
Regards,
HPE Software Support

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Respected Contributor.. Respected Contributor..
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Re: Old Value and New Value arrays generating incidents

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The issue has not been resolved and case opened. If anyone has seen this before or has a solution please share as well

Thanks!

View solution in original post

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