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resolution_area:prometheus_resolutions:res-p9114

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resolution_area:prometheus_resolutions:res-p9114 [2022/01/25 13:56] – 10.91.120.28resolution_area:prometheus_resolutions:res-p9114 [2023/09/04 17:13] (current) – 10.91.120.100
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 **Purpose:** Notify operations that an ATC Das ticket was not created in Salesforce **Purpose:** Notify operations that an ATC Das ticket was not created in Salesforce
  
-**Scenario:** More than one ATC DAS ticket was not created in Salesforce on the previous 7 days.+**Scenario:** More than one ATC DAS ticket was not created in Salesforce for the previous 7 days.
  
      
  
-**Resolution:**+**Resolution:** After the 3.21 release a API will be available to recreate the missing link. 
 + 
 +Ticketer/api/v1/integration/salesforce/link/${ticketId} 
 + 
 +This can be completed in a Postman POST request or using the below cURL command: 
 + 
 +<code>curl --request POST -i -u '<USERNAME>':'<PASSWORD>' <DOMAIN>/Ticketer/api/v1/integration/salesforce/link/<TICKET-ID></code> 
 + 
 +For ATC 
 +<code>curl --request POST -i -u '<USERNAME>':'<PASSWORD>' https://atcwatchdog.com/Ticketer/api/v1/integration/salesforce/link/<TICKET-ID></code> 
 + 
 +The username and password is any username or password that has ticketer access on that environment. 
 +Before this is implemented the only way an alert will be cleared is if ATC DAS ticket is auto cleared.
  
 **Manual Action Steps:** **Manual Action Steps:**
 Check for ATC Tickets with no Salesforce link Check for ATC Tickets with no Salesforce link
  
-  select  +    select 
-      t.* +        t.* 
-  from +    from 
-      ticketer.ticket t +        ticketer.ticket t 
-          left join +            left join 
-      ticketer.external_source es ON es.ticket_id = t.id +        ticketer.external_source es ON es.ticket_id = t.id 
-  where +         left join 
-      es.ticket_id is null +        snmp_manager.network_element child on child.id = t.network_element_id 
-          and t.creator_id = 4 -- IDMS Monitor +        left join 
-   and t.workflow_id = 909 -- ATC DAS Workflow +        snmp_manager.network_element parent on parent.id = child.parent_id 
-          and t.create_date <= now() - interval 1 MINUTE +        left join 
-          and (t.create_date >= now() - Interval 7 day) +        snmp_manager.network_element grandparent on grandparent.id = parent.parent_id 
-          and parent_id is null;+    where 
 +        es.ticket_id is null 
 +        and t.creator_id = 4 -- IDMS Monitor 
 +        and t.workflow_id = 909 -- ATC DAS Workflow 
 +        and t.create_date <= now() - interval 1 MINUTE 
 +        and (t.create_date >= now() - Interval 7 day) 
 +        and t.parent_id is null 
 +        and (parent.name != 'ORPHANS' and grandparent.name != 'ORPHANS'); 
 + 
 +<del>To fix the problem you will have to requeue the dropped messages 
 +Here is a template for this request. NOTE: Troubleshooting steps at bottom are best tried first 
 +    { 
 +        "event_type": "PostInsert", 
 +        "domain": "f_snmp_trap", 
 +        "CN_Priority__c": "2", 
 +        "Due_Date__c": null, 
 +        "SLA_Date__c": null, 
 +        "Originating_System_ID__c": "ERRIGALTICKET", 
 +        "Description": " ", 
 +        "Alarm_Start_Date__c": "", 
 +        "Alarm_Type__c": "errigalMonitoredCarrierDeviceMissingAlarm", 
 +        "trap_name": "errigalMonitoredCarrierDeviceMissingAlarm", 
 +        "Alarm_System_Link__c": "https://atcwatchdog.com/SnmpManager/errigalEMS#parent/223393", 
 +        "Alarm_IP_Source__c": "10.32.30.57", 
 +        "INT_Integration_ID__c": "223393", 
 +        "Optima_Network_Element__c": "209694 MBTA - 209694 MBTA - Solid DMS#2" 
 +    } 
 + 
 + 
 +You will need to replace the IP, NE ID, Description, Errigal Ticket, Alarm Start Date, Network Element and others. 
 + 
 +  - Once you have edited the json with the appropriate values from the query, then you can try requeue it.  
 +  - Go to http://atclb1.atc:15672 
 +  - Click on the exchanges tab 
 +  - Find `ticketer_audit_event_exchange_topic` 
 +  - Under publish, use the routing key as f_snmp_trap and paste the json into the payload section 
 +  - Publish the message. If there is an error it will tell you 
 +  - Rerun the query to double check that the Salesforce has a case for the Ticket.  
 + 
 +For more details, please check this. https://docs.google.com/document/d/1_zwi02B8WoysEUEzfIK2A046xsmFfnrYqiaO4kA7QHk/edit#heading=h.z4rx22cg5uw8</del> 
 + 
 +====Troubleshooting==== 
 + 
 +If the curl request is performed but the alaert doesn't clear, check the ticketer-integration logs. Example error: 
 + 
 +<code> 
 +2022-09-29 03:08:20.563 ERROR 25776 --- [Camel (camel-1) thread #27 - rabbitmq://ticketer_audit_event_exchange_topic] utbound$$EnhancerBySpringCGLIB$$bb0998e1 : The HTTP response: {"error":"duplicate value found: Originating_System_ID__c duplicates value on record with id: 5003g00000N6V2w","success":"false"} 
 +</code> 
 + 
 +This is likely caused by a RabbitMQ issue. The message will need to be requeued. 
 + 
 +FIX: Requeue the message in the rabbit MQ queue ticketer_inbound_salesforce_queue 
 +<code> 
 +{    "caseId": "5003g00000N6Z0TAAV",    "ticketId": 764517,    "caseNumber": "02475388"} 
 +</code> 
 +The case Id and caseNumber fields can be found in the original ticketer-integration logs. 
 +<code> 
 +zgrep  "Originating_System_ID__c=764919" ~/logs/spring-boot/ticketer-integration.log* | grep CaseNumber 
 +</code> 
 +<code> 
 +2022-09-28 10:11:16.149  INFO 25776 --- [SalesforceHttpClient@44be69aa-42] org.apache.camel.Tracing                 :      [route11     ] [rabbitmq://{{rabbitmq.queues.sale] Exchange[Id: 7B60355912D6F25-000000000000EC78, BodyType: byte[], Body: {"Status":"New","Carrier_Update__c":null,"Force_Majeure__c":false,"CaseNumber":"02475388","CN_Priority__c":"4","Id":"5003g00000N6Z0TAAV","Originating_System_ID__c":"764517","correlationId":"bf2d5435-abed-4f0e-aa40-01fb8aa30cff"}] 
 +</code> 
 + 
 +If the ticketer-integration logs are showing that the ticket already exists in salesforce, (i.e. you are getting ""error":"duplicate value found: Originating_System_ID__c duplicates value on record with id") and the RabbitMQ re-queue is not working. Then its safe to just add entries into the ticketer.external_source table yourself. Just put in the salesforce case number, saleforce case ID and ticketer ticket id where appropriate (duplicate the three rows necessary and populate the info). This is only a good idea when the ticket already exists in ATCs salesforce.
  
-**Auto Clear:** Yes, Alert will clear when there are no ATC DAS tickets that have not created a salesforce  ticket.+**Auto Clear:** Yes, Alert will clear when the count of ATC DAS ticket was not created in Salesforce is 0
resolution_area/prometheus_resolutions/res-p9114.1643118991.txt.gz · Last modified: 2022/01/25 13:56 by 10.91.120.28

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