Service Operations Insight

Looking to see if anyone has found a simple method to prevent duplicate helpdesk tickets after an alarm has cleared and when a new alarm is received within X minutes.

Seems very complex since defining "what constitutes a duplicate" is complex.

Duplicate defined:

• Model name must match
• Alert summary must match (regex's would be needed, potentially thousands)
• Original alert was cleared and then the same alert occurs again within X minutes

Collecting ideas.

Thanks

Hi Scott,

did you try to use "Pending Clear"?

If the problem is solved, the Alert can go to pending clear - being in that status it does not impact any Services anymore (it is exempt) and can be moved to another Queue (to not disturb Queues Operators look at) or be hidden.

You can create an Escalation Policy to automatically close these Alerts after x minutes.

As long as the Alert is in Pending Clear, no ticket will be created again, because the system only executes an Escalation Policy once for every Alert.

But you can assign new policies to the special Queue for "Pending Clear" to update ticket, .....

We can discuss further details if you want to have a go at this concept.

MichaelBoehm

Hi Michael,

Can you help me to implement your idea, we are using soi 3.2

Hi Martin,

Pending Clear was introduced with SOI 3.3.

So as a first step you have to upgrade your system.

MichaelBoehm

Michael is correct and there is no other method for 3.2 …. So you’ll need to upgrade as Michael recommended … I recommend a full upgrade to 3.3, then 3.3 CU2 and then 4.0.  The 4.0 CU1 is in alpha/beta.

Thanks,

Scott Hahn

CA Technologies, Principal Consultant

Specializing in Business Service Reliability

Mobile: 651-592-4060

<mailto:>

http://www.linkedin.com/pub/hahn-scott/2a/387/16

SOI 4.0 supports an upgrade directly from SOI 3.2: https://docops.ca.com/display/SOI40/Upgrade+CA+SOI

MichaelBoehm

Thanks all