Alert is not moving to the next queue after configured number of hours

Technote (troubleshooting)


Problem(Abstract)

Unresolved alerts are configured to move to a different queue after a particular number of hours specified. However, this does not happen for some alerts and they remain in the same queue even when the Exception Monitor agent is run.

Symptom

Unresolved alerts are configured to move to a different queue after a particular number of hours specified. However, this does not happen for some alerts and they remain in the same queue even when the Exception Monitor agent is run.


Cause

The current functionality cannot resolve unassigned alerts.

Environment

In the Application Manager under Application Platform > Queue Management, select a particular Queue. For the Unresolved Alerts, configure a Different Queue to which these alerts should be moved after the specified number of hours.

Diagnosing the problem

1. Create an alert for any order.
2. Alert was initially put in Queue1
3. Run Exception Monitor agent.

As per the configuration alert should now move from Queue 1 to Queue 2 however this does not happen for few alerts.

Resolving the problem

The alert must be assigned to a user first. The Exception Monitor agent would then move it to the next queue if it meets the other criteria specified.

1. In case the alert is assigned to a user, the functionality works as expected and the alert is moved to the next queue.
2. In case the alert is not assigned to any user, it is not moved to the next queue.

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Document information


More support for:

Sterling Order Management
Documentation

Software version:

9.0, 9.1, 9.2

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Reference #:

1638632

Modified date:

2013-06-30

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