Table of Contents

Find Similar Tickets Feature

Author: Michelle McCausland

Introduction

The find similar tickets feature is used in the Ticketer application to identify ticket summaries that contain the same hub_name or ne_name and that are in the same market.

How to access this feature

The find similar tickets feature can be accessed from the Ticketer search results page.

Right-click on a ticket row and choose “Find similar tickets”:

How this feature works

The code that executes this feature is found in TicketQueryResults.java in a method called findSimilarTickets().

  1. The search will begin by trying to gather the hub_name from the NOC form.
  2. If there is no NOC form it will try to gather the ne_name field from the SNMP Trap form.
  3. If there is no SNMP Trap form it will try to gather the hub_name from the Change Request form.
  4. If an element name is found, it then creates a similar ticket search and sets a few things for the query, namely:
    • Summary: Tell the search to match the retrieved hub_name or ne_name in the ticket summary.
    • Markets: Restricts results to the same market as the source ticket.
    • Open Tickets: This will only return similar open tickets.
  5. It then runs a query as normal. The only caveat is that, at query execution: the 'start date' of the search is forced to the year 2000.

Here is an example of the query running

SELECT 
    this_.id AS id101_2_,
    this_.version AS version101_2_,
    this_.actual_effort AS actual3_101_2_,
    this_.closed_date AS closed4_101_2_,
    this_.create_date AS create5_101_2_,
    this_.creator_id AS creator6_101_2_,
    this_.current_status_id AS current7_101_2_,
    this_.downtime_in_seconds AS downtime8_101_2_,
    this_.due_date AS due9_101_2_,
    this_.estimated_effort AS estimated10_101_2_,
    this_.is_dig_ticket AS is11_101_2_,
    this_.last_open_date AS last12_101_2_,
    this_.last_open_user_id AS last13_101_2_,
    this_.maintenance_id AS mainten14_101_2_,
    this_.parent_id AS parent15_101_2_,
    this_.priority AS priority101_2_,
    this_.rank AS rank101_2_,
    this_.summary AS summary101_2_,
    this_.type AS type101_2_,
    this_.updated_date AS updated20_101_2_,
    this_.visibility AS visibility101_2_,
    this_.workflow_id AS workflow22_101_2_,
    c1_.ticket_id AS ticket9_101_4_,
    c1_.id AS id4_,
    c1_.id AS id87_0_,
    c1_.version AS version87_0_,
    c1_.active AS active87_0_,
    c1_.changed_by_id AS changed4_87_0_,
    c1_.contents AS contents87_0_,
    c1_.date_added AS date6_87_0_,
    c1_.form_id AS form7_87_0_,
    c1_.header AS header87_0_,
    c1_.ticket_id AS ticket9_87_0_,
    c1_.updated_by_id AS updated10_87_0_,
    c1_.updated_date AS updated11_87_0_,
    logentries2_.ticket_id AS ticket6_101_5_,
    logentries2_.id AS id5_,
    logentries2_.id AS id22_1_,
    logentries2_.version AS version22_1_,
    logentries2_.contents AS contents22_1_,
    logentries2_.date AS date22_1_,
    logentries2_.entered_by_id AS entered5_22_1_,
    logentries2_.ticket_id AS ticket6_22_1_
FROM
    ticket this_
        LEFT OUTER JOIN
    ticket_change c1_ ON this_.id = c1_.ticket_id
        LEFT OUTER JOIN
    log_entry logentries2_ ON this_.id = logentries2_.ticket_id
WHERE
    (this_.parent_id IS NULL
        AND this_.create_date BETWEEN '2000-02-01 00:00:00' AND '2017-11-28 23:59:59'
        AND this_.visibility IN ('NV - T-Mobile')
        AND this_.maintenance_id IS NULL
        AND this_.closed_date IS NULL
        AND this_.is_dig_ticket = 0
        AND (this_.summary LIKE '%SW-NV-LVSTRI-TMO%'
        OR (c1_.header LIKE '%SW-NV-LVSTRI-TMO%'
        OR c1_.contents LIKE '%SW-NV-LVSTRI-TMO%')
        OR (logentries2_.contents LIKE '%SW-NV-LVSTRI-TMO%')))