Nagios Support Forum

Hello,

We have two nagios Xi instances and we upgraded them to 5.5.5. Post update, the service escalations do not work as expected. We receive 'problem' service alerts but 'recovery' service alerts are not triggered.

When we go Service escalation management and click on manage services it shows no services associated to it. Tried deleting and re configuring but problem persists. See screenshots.

Note:
-this affects only Service escalations configured using the escalation wizard from CCM. Basic notification settings defined during host configuration works fine.
-host escalations are not affected.

Can you apply configuration successfully? Do you see any errors, when you run the "Config File Management" commands - Delete Files > Write Configs > Verify Files (in this exact order)?

Do you have any errors in the mysql log? or

Hi,

No issues in applying configuration.
No errors noticed when running config file management and also in the mysql logs. Thanks.

Go to the CCM > Alerting > Service Escalations > Edit, click on "Manage Services", select the service in question on the left, and click on "Add Selected", Close, Save, and Apply Configuration. Did the service "stick" or it is still missing from the "Assigned" section on the right?

Are you having an issue with this service only? Can you add other services?

Yes, the service sticks to the assigned section when I follow the steps you provided.

This affects all services. We monitor more than 7000 services.

This happens for newly added service escalations as well. The weird part is we continue to receive 'Problem' alerts. Thanks.

I see that you are posting on the General support forum but are you a customer by chance?

If you were a customer, your best option would be to open a ticket via our Support Center:
https://support.nagios.com/tickets/
as we may need to schedule a remote session to further troubleshoot the issue.

Yep. Will do that. Thanks!

Eniyan wrote:Yep. Will do that. Thanks!

Great, locking thread, moved to ticket