Level:

• - Major

Purpose: Here and there, there are going to traps that don't have a reason value assigned for the Ticketer Integration. This checks the logs for that because ATC get annoyed by it and may send a ticket.

Scenario:

subCaseReason=N/A

was found in the logs of Ticketer Integration, found at ~/logs/spring-boot/ticketer-integration.log. On only atcapps1.atc

Resolution: If there isn't a ticket/case with an N/A reason logged in the last hour.

Manual Action Steps:

1. Please note this is a temporary alarm until Feb 2022 when we add a default option to the traps.
2. First you will have to find the trap that caused this.
3. SSH to the server.

    ssh scotty@atcapps1.atc 

   1. Pry into the Ticketer Integration logs.

      vim logs/spring-boot/ticketer-integration.logs

      1. Press / and then

         subCaseReason=N\/A

      2. Copy the name of the trap that cause this greivance.
   2. Alternatively you can check moros.err:5601/app/kibana and search the Ticketer Intergration logs for

      subCaseReason=N/A

4. With the name of the trap in clipboard, head over to the trapReasonMapping.csv

   1. sudo vim /var/spring-boot/ticketer-integration/trapReasonMapping.csv

   2. Have a quick search round the file. Use / and Ctrl/Cmd+Shift+V. The trap name should be missing.
   3. Try to keep the list reasonably alphabetically sorted. Add the trap's name into the file along with the reason “Active Failure”. There are many examples in the list for formatting.
5. There might be an ATC ticket if they added one. If there is update it. Consult with others if you want to tell ATC we detected a problem and added a fix.

Auto Clear: Likely it will without you doing anything. Follow this guide and fix the problem or it will happen again and ATC will message us.

Note: There is an OpsDev to make this redundent soon.