Event Management Technical Services doesn't show the related Open alerts to the CI under the Technical Service - Support and Troubleshooting

Event Management Technical Services doesn't show the related Open alerts to the CI under the Technical Service Description  When there is an Open alerts related to a CI under a Technical Services, the alert/s are not shown in the Alerts panel of the Technical Service when selected.

The Impact Calculation job is running fine.

Cause There's no impact graph (em_impact_graph.LIST) built for any of the Technical Services, therefore the impact will not be calculated. The "Out-Of-The-Box" impact rules (em_impact_rule.LIST) are missing.

On this case, it was found out that the Impact Rules were deleted on the instance.

Resolution To resolve this issue, Import the Out-Of-The-Box" impact rules (em_impact_rule) to the affected instance.

1. Login to an "Out-Of-The-Box" instance.

2. Navigate to the impact rules (em_impact_rule.LIST).

3. There are 8 "Out-Of-The-Box" rules, go to the header, right-click, Export > XML

4. Check the XML contains the 8 "Out-Of-The-Box" rules

5. Login to the affected instance, go to any list or em_impact_rule.LIST.

6. Right click the header, Import XML

7. Verify that the list contains the 8 impact rules.

8. Update the Technical Service "Operational status" from "Operational" to "Non-Operational". Click Save.

9. Update the Technical Service "Operational status" from "Non-Operational" to "Operational". Click Save.

10. Check the Technical Service again, it should have the related alerts listed.

Note:

Steps 8 & 9, are necessary to be able to built the impact tree. This should be done on each of the Technical Service.