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onboarding:ticketer:service_entitlements
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| onboarding:ticketer:service_entitlements [2017/06/14 15:33] – scosta | onboarding:ticketer:service_entitlements [2021/06/25 10:09] (current) – external edit 127.0.0.1 | ||
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| + | ====== Service Entitlements ====== | ||
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| + | Author: Michelle McCausland | ||
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| + | ===== Introduction ===== | ||
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| + | The Service Entitlements (Service level agreement) feature is a process in the IDMS to allow for the automatic grouping and severity escalation of Alarm generated tickets. | ||
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| + | The process uses information gathered from the Alarm itself and the Knowledge-Base to determine how to group tickets and to determine which values to use to perform outage percentage calculations that drive the escalation. | ||
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| + | The service entitlements feature update tickets in two separate steps: | ||
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| + | 1. Tickets under the same hub are grouped together | ||
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| + | 2 It performs the outage calculations and updates the ticket priorities. | ||
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| + | For ticket grouping, tickets on the same hub opened in the last 45 minutes are considered. | ||
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| + | For changing the ticket priority, the Service entitlements looks for open service impacting tickets on elements tagged as " | ||
| + | It then compares the percentage of "Down Elements" | ||
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| + | ---- | ||
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| + | ===== DB Object Model ===== | ||
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| + | The majority of the database tables related to service entitlements (SE) are found in the SNMP Manager. | ||
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| + | service_level_agreement - This table is used to denote the network_identifier associated with this service level agreement (SLA) configuration. | ||
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| + | The rest of the tables begin with " | ||
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| + | It can be useful for you to learn how these tables join together. | ||
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| + | To see some of this in action, take a look at the service entitlements form on Extenet QA Ticketer. | ||
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| + | ---- | ||
| + | ===== Code ===== | ||
| + | The groovlet can be found at https:// | ||
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| + | Most of the relevant SNMP manager code can be found in the classes ServiceLevelAgreement.groovy and RemoteTicketCreator.groovy | ||
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| + | ---- | ||
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| + | ===== Ticket Grouping Scenario ===== | ||
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| + | 12:00 - Ticket 123456 comes in and an outage start date is set to 45 minutes ago (11:15). All relevant tickets created in the last 45 minutes are retrieved for grouping. | ||
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| + | 12:30 - Ticket 456789 comes in and an outage start date is set to 45 minutes ago (11:30). All relevant tickets created in the last 45 minutes are retrieved for grouping. 123456 is included. | ||
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| + | 12:46 - Ticket 987654 comes in and an outage start date is set to 45 minutes ago (11:46). All relevant tickets created in the last 45 minutes are retrieved for grouping. 123456 & 456789 are included. | ||
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| + | 1:00 - Ticket 99999 comes in and an outage start date is set to 45 minutes ago (12:15). All relevant tickets created in the last 45 minutes are retrieved for grouping. 456789 & 987654 are included. | ||
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