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support:ticketer:service_entitlements_troubleshooting
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| support:ticketer:service_entitlements_troubleshooting [2016/11/29 12:41] – [Troubleshooting Known Issues] mmcc | support:ticketer:service_entitlements_troubleshooting [2021/06/25 10:09] (current) – external edit 127.0.0.1 | ||
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| + | ====== Troubleshooting - Service Entitlements Ticket Grouping ====== | ||
| + | |||
| + | Author: Michelle McCausland | ||
| + | |||
| + | ===== Intro ===== | ||
| + | |||
| + | The purpose of this page is to provide a resource for identifying ticket grouping issue related to service entitlements functionality. | ||
| + | The goal here is to simplify the troubleshooting process for these requests that come in from the customer to allow a quick turnaround on these tickets and prevent these kinds of tickets from clogging up the backlog! | ||
| + | |||
| + | ---- | ||
| + | |||
| + | ===== SE Ticket Grouping ===== | ||
| + | |||
| + | * Service entitlement ticket grouping is done on a network identifier level i.e. tickets are grouped by network identifier. | ||
| + | * When a relevant ticket is created the SE groovlet will check for all currently open tickets opened within the last 45 mins. | ||
| + | * If the tickets have no parent tickets they will be grouped under the oldest ticket that is service impacting. | ||
| + | * If the tickets have a parent ticket it will add these tickets as children to that parent ticket. | ||
| + | |||
| + | |||
| + | **Taken from SE Groovlet:** | ||
| + | * Locate an existing parent ticket that this ticket should become a child of. | ||
| + | * If no parent is found, then there is no need to group. | ||
| + | * The parent would be any open ticket on the same hub that has arrived within the last 45 minutes (time interval can be configured in this script). | ||
| + | * Parent ticket should have added to it any entitlements forms that it does not currently contain. | ||
| + | * Locate most stringent Service Entitlement forms between parent (if one) and this ticket, and use it to run outage calculation. | ||
| + | * Run Outage calculation. This should determine the appropriate due date and severity for the ticket or ticket group. | ||
| + | |||
| + | ---- | ||
| + | ===== Customer Note ===== | ||
| + | |||
| + | As of 1st June 2017 Matt expressed the following: | ||
| + | |||
| + | "I am currently of the opinion that the NOC Engineer’s ability to manually group tickets should over-ride any automation of grouping." | ||
| + | |||
| + | This is important to note when troubleshooting these issues and may play a part in the customer' | ||
| + | |||
| + | ---- | ||
| + | |||
| + | ===== Troubleshooting Known Issues ===== | ||
| + | |||
| + | 1. In most cases simply verifying the criteria below in the reported tickets with issues is enough to confirm if there is an issue or not. | ||
| + | |||
| + | - Tickets were all created within the 45 minute window for ticket grouping | ||
| + | - These tickets all relate to the same network identifier/ controller - SC-TX-MEMVGS-ATT | ||
| + | |||
| + | 2. The next step is to locate the tickets in the logs and compare what is happening in the logs to the SE groovlet. | ||
| + | |||
| + | ---- | ||
| + | |||
| + | ===== Previous Support Examples ===== | ||
| + | |||
| + | - ESR-994584 - Multiple SE forms added to ticket - Verify the carrier values on the SE forms between the parent and child. If the child ticket has a different carrier to the parent this is expected behaviour to add that form to the parent. | ||
| + | |||
| + | ---- | ||
| + | |||
| + | ===== Groovlet Exceptions ===== | ||
| + | |||
| + | * java.lang.NullPointerException: | ||
| + | |||
| + | Potential Cause: Ticket being manually moved back to “Alarm Received” by user | ||
| + | |||
| + | * org.springframework.orm.hibernate3.HibernateOptimisticLockingFailureException: | ||
| + | |||
| + | * com.errigal.ticketer.workbench.client.exceptions.LoggableClientErrorException: | ||
| + | |||
| + | * java.lang.NullPointerException | ||
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