Monitoring and alerting manual
5gVision tickets allows you to send notification emails to Customers/Vendors if they are part of alerts for the following combinations: c, ca, cr, car.
Overview
The tickets module allows you to send automatic notifications on deterioration of various quality parameters to your partners (both Customers and Vendors). Tickets are, in essence, alerts that are sent to your partners in addition to your NOC emails and contain public links to a Chart and/or CDRs related to each alert.
Each configured partner will receive only the alerts that have the partner as part of the affected object combination. For example, if you have an alert set for Areas=>Vendors, and there is an alert for the object France=>Crabtelecom, Crabtelecom will get this alert to the emails set in the Tickets config table, but none of other partners will. An email message, format, colors, etc. can be defined by a chosen Email template.
The Send tickets field in the Alerts ABS and Alerts DIFF allows you to send only Raised or Raised+Cleared alerts/tickets to your partners (or dont send tickets at all). The tickets are only sent if an alert has a Contact group assigned and there are valid emails in the group. This helps to avoid a situation when you incidentally send lots of alerts to partners that you are not even receiving yourself and are not aware of. Also, if you want to get an exact copy of what was sent to each partner, you may add your email to the corresponding Email template.
The emails to which the tickets were sent are written to the Alert log.
Each configured partner will receive only the alerts that have the partner as part of the affected object combination. For example, if you have an alert set for Areas=>Vendors, and there is an alert for the object France=>Crabtelecom, Crabtelecom will get this alert to the emails set in the Tickets config table, but none of other partners will. An email message, format, colors, etc. can be defined by a chosen Email template.
The Send tickets field in the Alerts ABS and Alerts DIFF allows you to send only Raised or Raised+Cleared alerts/tickets to your partners (or dont send tickets at all). The tickets are only sent if an alert has a Contact group assigned and there are valid emails in the group. This helps to avoid a situation when you incidentally send lots of alerts to partners that you are not even receiving yourself and are not aware of. Also, if you want to get an exact copy of what was sent to each partner, you may add your email to the corresponding Email template.
The emails to which the tickets were sent are written to the Alert log.
Tickets config
In this module you can setup ticketing parameters for every Customer/Vendor existing in your system.
The table contains the following fields:
The table contains the following fields:
- Customer/Vendor - a drop-down list where you can choose one of your partners.
- Send tickets if customer - send notifications on object combinations where this partner is a customer.
- Send tickets if vendor - send notifications on object combinations where this partner is a vendor.
- Obj combin if customer - object combinations, alerts/tickets on which will be sent to a customer if this customer is part of the combinations.
- Obj combin if vendor - object combinations, alerts/tickets on which will be sent to a customer if this customer is part of the combinations.
- Emails for alerts/tickets - comma-separated emails alerts/tickets will be sent to.
- One alert per email - Yes: the system will send each alert as a separate email, Blank: the system will send all alerts raised at the same time in a single email (unless Notification grouping is set).
- Notification grouping - group email notifications by various alert parameters, if blank - all alerts are sent in one email (unless One alert per email is set).
- Email template default - default Email template if the template group is not set, or the stats parameter is not found in this group.
- Email template group - different email templates can be used for different stats parameters defined in a Email template group. Thus, you may send different messages for alerts on ACD, ASR, and PDD.
- Chart links - allow partners to view Charts via links to your stats in the tickets.
- CDR links - allow partners to view CDRs via links to your stats in the tickets.
- Ignore repeated alerts for, hours - dont send a new ticket to a partner if there was a ticket with the same object and parameter sent less than X hours ago.
- Comment - enter a comment.
Notification grouping
This module allows you to setup grouping of email notifications by various parameters of the Alerts ABS and Alerts DIFF: alert types (Absolute, Differential, per-hour, etc.), objects, parameters, IN/OUT traffic direction, raised/cleared, tags, comments.
You may split 10 different alerts into several emails depending on how you want to group them. For example, if there raised 3 ACD alerts, 2 ASR alerts and 5 alerts on 487 codes, and you chose grouping by parameters, then a customer will get a separate email with the 3 ACD alerts, a separate email with the 2 ASR alerts and a separate email with 5 alerts on 487 codes. Each such email can start with a specific message if an Email template group is chosen for the customer in the Tickets config and a separate Email template is configured for the corresponding alert parameter in the chosen Email template group.
Notification grouping can be set up not only for the tickets but also for your own normal alerts via the Contacts table.
You may split 10 different alerts into several emails depending on how you want to group them. For example, if there raised 3 ACD alerts, 2 ASR alerts and 5 alerts on 487 codes, and you chose grouping by parameters, then a customer will get a separate email with the 3 ACD alerts, a separate email with the 2 ASR alerts and a separate email with 5 alerts on 487 codes. Each such email can start with a specific message if an Email template group is chosen for the customer in the Tickets config and a separate Email template is configured for the corresponding alert parameter in the chosen Email template group.
Notification grouping can be set up not only for the tickets but also for your own normal alerts via the Contacts table.
Email template group
Email template groups allow you to use different email templates for different statistical parameters in tickets notifications.
Please take into account that each parameter, even if it sounds similar, like ACD and Hour ACD, should be configured separately.
Please take into account that each parameter, even if it sounds similar, like ACD and Hour ACD, should be configured separately.
CDR links
CDR links, sent to partners in tickets and displayed in the Public links column of the Alert log, have a default set of columns, showing only customer columns to customers, and vendor columns to vendors. The filters that will be applied per every parameter are configured in this table.
The standard filtering rules can be used here, eg: >10&&<=100. You may have filters on several columns per one parameter. You can also limit the number of CDRs to fetch for a CDR link using the field CDR rows to fetch. If it is blank then the default value of 1000 will be used. The very maximum is 3000.
When you set up tickets for certain objects, please remember that some objects do not exist in CDRs and the CDR link will yield nothing: U-objects (start with c9999, a9999, etc.), flexible combinations (start with f), second/third set of areas (start with a2., a3.). Please set up the alert object group masks to not include such objects, existing only internally in 5gVision, if you want to send CDR links to partners.
The standard filtering rules can be used here, eg: >10&&<=100. You may have filters on several columns per one parameter. You can also limit the number of CDRs to fetch for a CDR link using the field CDR rows to fetch. If it is blank then the default value of 1000 will be used. The very maximum is 3000.
When you set up tickets for certain objects, please remember that some objects do not exist in CDRs and the CDR link will yield nothing: U-objects (start with c9999, a9999, etc.), flexible combinations (start with f), second/third set of areas (start with a2., a3.). Please set up the alert object group masks to not include such objects, existing only internally in 5gVision, if you want to send CDR links to partners.