Over the weekend I added an extra component monitor to an existing Application Template which had about 6-7 other component monitors already added, and fully working, these check to see if AV is running, keeps track of software inventory (SNOW), sets various parameters in environment variables, etc.
I added a new component and hit submit. It said it was Saving... and I left it - because it takes a really long time for such a simple change to complete - there are 1301 Windows nodes which have this template attached. I assume that rather than just saving this change it is somehow contacting each node - which is a bizare way to do things. It just needs to save the changes and the agents can get the updated template when they next check in.
Anyway, it duplicated itself in the application template, and the application template got added to each node between 1-4 times, so looking at a node you might see Template1, Template1, Template1, Template1, and thus all the components inside were all doing their checks up to 4 times. Most of these are production nodes so I removed the template from all servers - which took a while.
I logged all the screenshots along the way and logged a ticket with Support (on Sunday 14th). They got back to me midday today (Wed 17th) to say
"we do not offer support on customized templates as this is out of our technical support boundaries. I will not be able to assist you further, nor will I be able to escalate this case to get further answers for you since this is customization."
I was very clear, I just want to know if this error (which I have seen a couple of times before, on smaller templates) is based on the software level we're on, a know error. I'm waiting to update to 2020.2 - I have the approved CR and everything ready, but if I'm unsure whether this is a known fault, or some type of database corruption, then I'm now unwilling to upgrade.
The other issue is that if it takes over 3 days to even start my ticket and get back to me - I can't rely on Solarwinds technical support. I am sympathetic given we are in unusual times, but I still would like to take the upgrade, other people here would like the new features, but if I can't be sure Solarwinds Technical Support will be there if the upgrade goes wrong - then I'm going to tell senior management here we can't risk it.
