Alerts not getting acknowledged

[sayeedulla]

There are few alerts in the alert summary stream which are triggered by some thing in thingworx ,but when i try to acknowledge those alerts either through the mashup provided by thingworx or through a service provided by thingworx i get a success message as the alert has been acknowledged but the alert still remains in the alert summary stream and shows under unacknowledged tab any idea what might be wrong?.urgent help is required.

[slangley]

Hi @sayeedulla.

What version of ThingWorx are you running?

Regards.

--Sharon

[sayeedulla]

Thingworx version 8.3.2

[hgrewal]

Was any progress made on this issue. Facing the same issue. 

[sayeedulla]

I did not get a proper reason for this issue ,yah but the hot fix is that restart your thingworx foundation server

[slangley]

Hi @sayeedulla @hgrewal.

Have you checked to be sure this is not a permissions issue?  Do you see the same behavior when using the Administrator account?  Can you try under a different browser to see if the behavior is the same?

Regards.

--Sharon

[hgrewal]

Hi Sharon
I am noticing some odd behavior when trying to acknowledge alerts. When the alert is active/unacknowledged and the condition of the alert is still valid I am able to acknowledge alerts. In case the alert was not acknowledged and the condition for alert is back to normal the alert stays active and does not update to acknowledged upon acknowledging it. I am using Query Alert Summary service from the AlertFunctions to get the data and AcknowledgeAlert service to acknowledge the alerts.
The other thing is am also observing is if an alert was acknowledged for a condition X while it was still active (unacknowledged and condition was in error) and condition Y was not acknowledged and corrects back to its normal state all the alerts for conditions that are still in error generate new alerts.
Please let me know what you think and see any obvious issues with what I am seeing or doing.
Thanks
Harry

[hgrewal]

in addition to above, yes I am operating under the Admin account.

[slangley]

Hi everyone.

We discovered this issue has already been reported to R&D.  At this time, we do not have a fix release or timeline.

Regards.

--Sharon

[slangley]

Hi @sayeedulla @hgrewal.

The scenario in which alerts are not getting acknowledged has been addressed in the upcoming release due out soon.  Once that release is made available, I will let you know.

Regards.

--Sharon

[slangley · Accepted solution]

Hi @sayeedulla @hgrewal.

ThingWorx 8.5, which contains the fix for this issue, was released last Thursday, September 26.  I am, therefore, marking this reply as the Accepted Solution.

Thank you for your patience as well as your contribution to the community!

Regards.

--Sharon