Alarms are not automatically acknowledged when they stop exist

[Ditter]

Hi to all,

we are running Prime 3.9.0.0.219.  The problem is that when alarms stop existing (for example a switch has come back on line) or an interface is up again, the dashboard dashlet "Alarm Summary" alarms are still  shown!  

In the forums i found out that this was an old bug for Prime 3.0.0.0.78. and i suppose that it shouldn't exist after so many years.  Or am i doing something wrong?

I also checked in the Administration --> System Settings --> Alarm and Events --> Alarm Severity and Auto Clear but it does not allow me to enter any value in the auto clear duration field. 

Any help is greatly appreciated. 

Ditter

[Georg Pauwen]

Hello,

you cannot clear the auto alarm interval as described in the link below ?

https://www.cisco.com/c/en/us/td/docs/net_mgmt/prime/infrastructure/3-10/admin/cisco_prime_infrastructure_3_10_admin_guide/fault_management_administartion_tasks.html#task_95869A1BF9CA44F4A226EA60520FB28F

[Ditter]

Thanks Georg, the auto alarm interval is not shown in most of the categories. 

Please look at the attached file.

Thanks.

[Ditter]

But even if i could assign per event auto alarm interval this is not the point.

The point is that Prime itself should  clear situations when they stop exist.

Thanks,

Ditter.

[Georg Pauwen]

Hello,

according to the admin guide:

--> Alarm auto clear is supported for only few alarms.

I think that has come up quite a lot before. The logic behind it seems to be that Prime wants you to manually clear the alerts, in order to make sure the underlying issue has been resolved.

[Ditter]

So i guess as somebody would say: " It is not a bug it is a feature".   

The problem is that our helpdesk team gets confused when they encounter the alarm being there if for example a second level engineer has not cleared the non existing alarm.

Thanks for the help,

Ditter.

[Georg Pauwen]

Hello,

very annoying indeed. Can't the second level engineers at least acknowledge the alerts (which should be visible to the 'Viewer' access helpdesk team) ? What sort of communication is taking place between the helpdesk team and the engineers ? I remember that from working at a helpdesk myself. Ideally, the communication should be constant...

[Ditter]

Yes, the communication channel btw the helpdesk and the second level support engineers is not always straight forward and constant. As a rule of thumb i will train the helpdesk to just clear the alarms at the start of the day, in case they are still present they will reappear. Thanks again Georg.