Level: Critical

Purpose: Notifies when there are no entries in the snmp_manager.remote_ticket table for over 90 minutes, which could signify that there is something wrong with the ticket creation process.

Scenario:

select count(*) from ticket_status ts where (ts.status like "%received%" or ts.status like "%auto closed%") and (ts.status_by_id = 2 or ts.status_by_id = 4) and ts.status_date > now() - interval 90 minute;

If the ticketer doesn't respond with the created ticket id and the remote_ticket entries do not get created, or that the system is simply quiet.

Resolution: The above query returns results.

Manual Action Steps: Check if alarms have been created in the last 90 minutes and should have created a ticket. Check if non-manual tickets have been created in the last 90 minutes. Check for exceptions in the ticketer and snmp_manager logs.

Auto Clear: Yes