Partner TechTip: Automate Problem Ticket Management

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Save time by automatically opening tickets for hardware errors, job errors, application errors, security errors, device errors, backup errors, or software errors.

 

Do your operators or help desk staff open problem tickets manually? Are there situations when opening these tickets automatically to cut time and effort would make sense?

 

Many companies automatically generate problem tickets for failed jobs, hardware problems, security issues, and critical messages. They use either email (SMTP) or an SNMP trap to open a problem ticket for an event. Robot/CONSOLE, the Help/Systems message management and resource monitoring software, can automate this process to provide management by exception without programming. Robot/CONSOLE uses rules to automate message events at their source. It can suppress unimportant messages, answer common messages, make messages response?required, escalate messages, start programs, and execute commands.

 

Robot/CONSOLE can place an event in an SNMP trap, using its management information base (MIB) definition to format the information for the problem ticket software. (The help desk administrator compiles the Robot/CONSOLE MIB into the ticketing software so that Robot/CONSOLE and the software can communicate.)

 

With Robot/CONSOLE's macro language, OPerator Assistance Language (OPAL), users can even build routines to handle multiple message IDs. For example, Figure 1 shows an example of a Robot/CONSOLE table that handles all messages from the QCPFMSG message file related to hardware.

 

020510Helphardwareerrors

Figure 1: This example Robot/CONSOLE message ID table shows messages from the QCPFMSG message file. (Click images to enlarge.)

 

Figure 2 shows a Robot/CONSOLE Message Set (SNMPHRDWAR) that uses OPAL code to translate hardware errors into an SNMP trap using the Robot/CONSOLE SNDSNMPMSG operation and Robot/CONSOLE's MIB structure.

 

020510Helpmsgsetwithopal

 Figure 2: A message set creates an SNMP trap for any hardware error.

 

This example handles hardware errors, but the same error notification process can work for any category of error message, including job errors, application errors, security errors, device errors, backup errors, or errors from software applications such as MIMIX, BRMS, and UPS. And, with Robot/CONSOLE, you can open problem tickets automatically for error messages from QSYSOPR or any message queue.

 

Click here to learn more about Robot/CONSOLE or try it for 30 days.

 

 

Save time by automatically opening tickets for hardware errors, job errors, application errors, security errors, device errors, backup errors, or software errors.

 

Do your operators or help desk staff open problem tickets manually? Are there situations when opening these tickets automatically to cut time and effort would make sense?

 

Many companies automatically generate problem tickets for failed jobs, hardware problems, security issues, and critical messages. They use either email (SMTP) or an SNMP trap to open a problem ticket for an event. Robot/CONSOLE, the Help/Systems message management and resource monitoring software, can automate this process to provide management by exception without programming. Robot/CONSOLE uses rules to automate message events at their source. It can suppress unimportant messages, answer common messages, make messages response?required, escalate messages, start programs, and execute commands.

 

Robot/CONSOLE can place an event in an SNMP trap, using its management information base (MIB) definition to format the information for the problem ticket software. (The help desk administrator compiles the Robot/CONSOLE MIB into the ticketing software so that Robot/CONSOLE and the software can communicate.)

 

With Robot/CONSOLE's macro language, OPerator Assistance Language (OPAL), users can even build routines to handle multiple message IDs. For example, Figure 1 shows an example of a Robot/CONSOLE table that handles all messages from the QCPFMSG message file related to hardware.

 

020510Helphardwareerrors

Figure 1: This example Robot/CONSOLE message ID table shows messages from the QCPFMSG message file. (Click images to enlarge.)

 

Figure 2 shows a Robot/CONSOLE Message Set (SNMPHRDWAR) that uses OPAL code to translate hardware errors into an SNMP trap using the Robot/CONSOLE SNDSNMPMSG operation and Robot/CONSOLE's MIB structure.

 

020510Helpmsgsetwithopal

 Figure 2: A message set creates an SNMP trap for any hardware error.

 

This example handles hardware errors, but the same error notification process can work for any category of error message, including job errors, application errors, security errors, device errors, backup errors, or errors from software applications such as MIMIX, BRMS, and UPS. And, with Robot/CONSOLE, you can open problem tickets automatically for error messages from QSYSOPR or any message queue.

 

Click here to learn more about Robot/CONSOLE or try it for 30 days.

 

 

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