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onboarding:ticketer:bouncing_tickets

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onboarding:ticketer:bouncing_tickets [2017/04/19 14:33] – created cokeeffeonboarding:ticketer:bouncing_tickets [2021/06/25 10:09] (current) – external edit 127.0.0.1
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 +=====Bouncing Tickets=====
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 +Sometimes when there's an issue on a system it continuously sends alarms and clears. The fact that the alarms and tickets from these don't last very long before they automatically clear themselves can potentially mean these issues go unnoticed unless someone catches the fact that the same alarm keeps popping up. We call these bouncing alarms or bouncing tickets. We have special functionality in the Ticketer to deal with this - the bouncing ticket form.
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 +When a request to open a new ticket is made by the SNMP Manager the Ticketer actually first checks if there are any similar tickets (same element, same alarm context) already open with a bouncing ticket form attached. If it finds one instead of opening a new ticket it just increments the count on the bouncing ticket form. 
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 +Similarly if a clear request comes into the Ticketer and it finds the ticket has a bouncing ticket form it doesn't clear it; it just increments the clear count on the form.
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 +A ticket can be manually marked as bouncing just by a user adding a form to the ticket, no other action is needed. 
 +
 +There is also a feature to automatically add the form for repeating tickets. In the Advanced Workflow Settings page there's an option for "Bouncing Timeout (minutes)". If this is set to a number greater than 0 then when a new ticket is being created the Ticketer will check if a similar ticket was opened within the number of minutes specified. If it was and the ticket is still open the Ticketer adds a bouncing ticket form to the existing ticket and doesn't bother opening a new one. If it finds a ticket that was created within the time limit and it's closed then it opens a new ticket and attaches a bouncing ticket form to it. If it doesn't find one within the time limit it just opens the ticket as normal.
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 +For troubleshooting errors with bouncing tickets check for bouncing ticket form, check alarm context on snmp trap form, check the markets of the ticket
  

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