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's involvement on a particular investigation.
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
Potential Cause: Ticket being manually moved back to “Alarm Received” by user