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Alert email format

lhorstma

We recently upgraded from NPM 9.1sp5 to 10.1. Somewhere in the upgrade path the format for advanced alert emails changed from plain text to HTML. This has caused an issue with our ticketing system auto generator. It now truncates data out of some of the fields. For example:

{product} = OS

{subject} = Orion Reports server1 has low disk space (I)

{calldesc} =server1 - Low disk space below 1 GB Threshold (Advanced Alerts).

{nodename} = server1

{Comment} = Drive below 1GB Alert: Available space on server1-C:\ server1-C c82f7540 is now 724 M Bytes

The call description field gets truncated to: "server1 - Low disk space below 1 GB Threshold (Advanced"

and the comments field gets truncated to: "Drive below 1GB Alert: Available space on server1-C:\"

Basic alert emails still get sent in plain text and are unaffected. I contacted Solarwinds support and recieved "At present it is currently not possible to change the format of the alert emails." They then submitted it as a feature request. I can't just wait for NPM 10.5 to come out to fix this. Anyone have any suggestions?

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Accepted answers

bshopp

Both the Hotfix and 10.1.1 were released to all last evening, so they are GA

All comments

byrona

I would like to know if this change in Advanced Alerts from Plain Text to HTML happened between 10.0 and 10.1?

We are looking at upgrading from 10.0 to 10.1 and if this email format changed it will cause problems for our ticketing system as well. All of our alerts are forwarded to our ticketing system and this has the potential to cause a huge problem for us.

SolarWinds, please comment and validate the accuracy of all this, thanks!

FormerMember

tere has to be something changed, as when i upgraded, all my alerts started bouncing emails back from my processing box. I had to remove "(CCM)" from the friendly "from" field in all my alerts before they would stop trying to reply....

lawyer26

Has anyone from SolarWinds responded to this? We have an open ticket as we are experiencing the same issue with some fields being truncated. Apparently there are additional line breaks coming through which is causing this. Does anyone have any suggestions on a workaround?

MarieB

Hi David--

What's your support ticket number so I can look up your case?

Thx,

lawyer26

Ticket 203929

mcbridea

Hi David,

Did you get the hot fix for this?

lawyer26

We did receive the hot fix. It is my understanding that we need to update to the latest Release Candidate and then apply the hotfix. As we just upgraded to 10.1, we are discussing internally if this is the right path to take at this time. It is our understanding that there is no downgrade path from the RC back to 10.1. In addition, we are also testing the upgrade and the hotfix on a development box.

Please let me know if any of the above information is incorrect.

adatole

Just a little positive feedback here:

We installed NPM 10.1.1 plus the hotfix in our lab, and tested it, and it works as advertised.

We're considering a roll to production even though it's RC (any word on when it will be GA?).

But for those on the fence, it works (or us, at least).

- Leon

bshopp

Both the Hotfix and 10.1.1 were released to all last evening, so they are GA

lhorstma

I've installed the hotfix and emails are working as advertised, back to plain text and the ticketing system is happy again. Thanks for the rapid hotfix on this one.