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How to create the auto ticketing based on the alarm persisting time

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  • 1.  How to create the auto ticketing based on the alarm persisting time

    Posted 10-31-2019 04:07 AM
    We have enabled the auto ticketing in ca spectrum ,In this ticket will creating and closed automatically .
    but many of the tickets are automatically closed within 5 min , so we need to create the ticket only if the alarm is persisted more than 5min.


  • 2.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 10-31-2019 05:47 AM
    John,

    You can use SDNotifier policy to hold for 5 mins and create a ticket if the alarm exists.

    Select Locator Tab --> Expand SANM --> All Policies --> Look for Service Desk policy and select it --> Under information tab, select Filters --> If there is already a policy available --> Edit it and set the age time to 5 mins. If no policy is available, create new one with the required filters.


    ------------------------------
    Thank you.
    Rajashekar
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  • 3.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 10-31-2019 08:10 AM
    Hi Rajashekar,

    We have done the same but it is not working.
    what i need to check ,any suggestion please.

    Thanks,
    john.



  • 4.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 10-31-2019 10:46 AM
    Hello,

    The fact that these are clearing after five minute might be an indication that the issues are transient -
    Spectrum polled the device and it did not respond - Spectrum went through its Fault Isolation / Root Cause analysis  process and Generated the Alarm -
    Then at the next polling interval ( 5 Minutes ) Spectrum was able to reach the device and Clears the Alarm.

    if this is only happening with a few devices, You could try changing the poll interval to something shorter / Longer.
    If you make it shorter ( less that five minutes - say 2 minutes ) if it is transient - the Alarm might clear on the next poll and not get sent to the Ticketing systems.
    If you make it Longer the Alarm may get sent to the ticketing systems only to be Cleared against in 6 Minutes ( or what ever the new polling interval is. )

    Be aware that if you were to change the Polling interval for all devices ( 5,000 - 10,000 - 50,000 ) It would have a significant impact on the network traffic / Resource utilization of the server..

    Use ANY recommendation with caution and try to understand the Impact they will have Before Implementing any Change !


  • 5.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-01-2019 01:07 AM
    Hi Donald,

    Yes we can reduce/increase the polling timing but here the auto ticket is creating at the point of alarm triggered in oneclick console , so could you make me understand the below please ,
    you have mentioned that -> If you make it shorter ( less that five minutes - say 2 minutes ) if it is transient - the Alarm might clear on the next poll and not get sent to the Ticketing systems.
    how it will work.

    Thanks,
    john.



  • 6.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-01-2019 10:26 AM
    Hello John,

    So today you have an Alarm age time of 5 minutes ( the same as the default Polling interval )
    Spectrum Polls - it Fails - generates an Alarm - the 5 minute Timer starts - Timer Expires - Alarm sent for Ticketing
    Spectrum Polls again -it succeeds Clears alarm - Clear Notification sent to Ticketing system.

    If you change the Polling interval to 3 minutes
    Spectrum Polls - it Fails - generates an Alarm - the 5 minute Timer starts -
     - when Spectrum Polls again at 3 minutes - if it Clears the alarm -  Alarm Notification Never sent to Ticketing
     - when Spectrum Polls again at 3 minute and the alarm persists - when the 5 minute Timer Expires - Alarm sent for Ticketing

    Some time in the Future  -
    - Spectrum Polls again  - Clears alarm   - Clear Notification sent to Ticketing system.


  • 7.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-04-2019 03:02 AM
    HI All,

    But still we are not seen any ticket has created via sd_notifer.
    is there any way to find the tickets.

    Thanks,
    john.


  • 8.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-05-2019 02:34 AM
    Hi All,

    We are seeing the below logs in oneclick log files . and sd_notifier also showing the below out put but the tickets are not creating.
    can anyone help me on this please.

    oneclick:
    Sd_notifier:

    Thanks,
    john.


  • 9.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-05-2019 08:12 AM
    Hello,

    So it *looks* like the process is happening on the Spectrum / One Click side - are there any logs on the Ticketing application  side where you can check for Failed attempts to create tickets ?
    Does the User that is trying to create the tickets have Permissions to connect and Create them ?


  • 10.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-05-2019 08:21 AM
    Hi Donald,

    Thanks for your support .
    as of now the auto ticket is creating for some alarm, but some alarms are not creating the ticket.
    eg: last mile down is creating the ticket
    network port down alarm is not creating any ticket.

    Thanks,
    john.


  • 11.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-05-2019 09:11 AM
    Hello John,

    Does the Last_mile alarm assert against a physical Parent device eg: Router / Switch  etc...
    The Link down is going to be trying to assert an Alarm against - Router001_eth1/9 - does Ethernet Board 1 port 9 exist as a Ci against which you can assert Alarms in the CMDB ?  ( not always ?)
    In the past we have had to assert the Port alarm against the Parent so it would have a Target against which to assert the alarm.

    Don


  • 12.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-05-2019 11:41 PM
    Hi Donald,

    Thanks for your support ,
    can you help me how to create the ticket for port down alarm automatically.

    Thanks,
    john.


  • 13.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 11-06-2019 08:15 AM
    Good Morning,

    So is the problem that the ticket *request* is getting to the systems but there is No Ci against which to associate the ticket ?

    Don


  • 14.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 26 days ago
    Hi Donald,

    How can we create the automatic tickets for device port down (gi0/1)​ or high bandwidth utilization for the interface level.


    Thanks,
    john.


  • 15.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 26 days ago
    Hello John,

    If your getting alarms for those ports in Spectrum you'll have to ask the Service Now Team to assist you further.

    Don


  • 16.  RE: How to create the auto ticketing based on the alarm persisting time

    Posted 25 days ago
    Hi Donald,

    we are receiving the alarm for the ports but these alarms are not even passing through the SD_notifier.
    we are using CA service desk only.
    Thanks,
    john.


  • 17.  RE: How to create the auto ticketing based on the alarm persisting time
    Best Answer

    Posted 25 days ago
    Hello John,

    At this point is Spectrum is creating the Alarm and you have an appropriate filters set up in SAMN - you would need to contact the Broadcom help desk.

    Good Luck,
        Don