In this article, we cover the following topics:
In Viakoo, there are 4 different levels of severity whcih define the status of a component.
When it comes to infrastructure that has 'children' (ie servers that have components underneath them, sites have servers, and companies have sites) status propagates up by one less. So a 'Failed' Component will make its Server 'Critical', which will make its Site 'Degraded'.
For tickets, there are four priorities in ascending order of urgency:
Devices such as Cameras, Access Controllers, Camera Streams, IoT Devices and Servers will have 3 priorities: CRITICAL, NORMAL, & IGNORE which are defined as follows:
- Tickets associated with these devices having trouble are given CRITICAL level ticket priority. Moreover, tickets associated with CRITICAL devices will open immediately and will not be affected by the ticket throttling parameter (see below). In the Overview display, these devices are identified by a solid “star” icon and are sorted ahead of other streams by default.
- Tickets associated with these devices will open tickets at an ELEVATED level priority. As before, these streams are identified with a solid “square” icon.
- Devices set to IGNORE priority will still be tracked and hidden from the display unless a show "Ignore" checkbox is selected. However, issues with these streams do not open tickets when they fail, nor do they affect overall server- or site-level KPIs. IGNORE devices are identified in the overview display with a striped square to differentiate them from NORMAL streams.
Additionally, because camera streams are logical structures that define relationships between a camera and recording server that can be active or not active for a variety of reasons, the Viakoo system has 3 additional stream priorities that it might set which give the streams the same properties as IGNORE:
- UNUSED - if the stream is disabled for recording on first discovery and there is no evidence of data on disk for this stream.
- MOVED - if the stream has failed and another recorder is now recording a similar stream from the same device at the same site.
- REMOVED - if the stream is associated with a device that is no longer part of the configuration and hasn't recovered after a significant period of time.
NOTE: By default, all streams are NORMAL streams.
To set priorities for servers, cameras, or other devices, you must navigate to the 'Details' tab of a Site.
You will see a "gear" icon in the upper right corner that can take you into "Preference Setting" mode for the table. Entering "Preferences" mode on the device table will allow you to change priority settings for the selected devices.
Once you are in "Preferences" mode, you will see a new set of controls which you will allow you to set your preferred priority. You can change the priority of an individual device by selecting from the priority pull-down on that device's row. Or you can check the left-hand selection box for several devices and then use the "Batch Edit" priority pull-down selector at the top of the table and click "Save".
The click on gear icon when you are done.
In light of the above we’ve introduced the concept of ticket throttling. This is the ability to delay the escalation of problems to an alert level, or delay the opening of a ticket altogether for problems which may resolve themselves before a user can respond.
NORMAL priority servers and switches will open only an “ELEVATED” ticket initially when a failure is detected. If the problem persists longer than the throttling parameter (defaults to 40 minutes), implying human intervention is needed, the ticket will convert to a CRITICAL level ticket which then will send out Alert notifications depending upon the setting of users associated with the infrastructure.
Devices such as Cameras, Video Streams, Access Controllers, and IoT Devices of NORMAL priority that fail (“go offline”) will delay the point of opening a ticket for the duration of the throttling parameter. VPU and status icons will indicate current status for any such device immediately. However, a new ticket won’t be created unless the problem persists for longer than throttling parameter.
These changes can dramatically reduce the number of tickets a user might be prompted to deal with as well as help users focus on where they need to get involved.
CRITICAL Priority Removes Throttling
When users have servers, switches, cameras or other devices that are too important to delay dispatching alert messages, they can set these devices priorities to CRITICAL. This tells the system to immediately open “Alert-level” tickets (CRITICAL or FAILED), which then causes alert emails or push notifications to be sent to those users who are configured to received them immediately.
Adjusting the Throttling Parameter
The Throttling Parameter defaults to 40 minutes. To change this setting to better meet your needs, go to the "Settings" tab for your site, and click on the "Ticket Settings" subtab.
We arrived at a default of 40 minutes because this minimized the number of tickets that might resolve themselves before a user could respond, while still meeting typical SLAs for most infrastructure. However, users with more stringent SLAs can lower this number to improve their responsiveness on all devices.
To change this setting, enter a desired number of minutes you would like the system to delay alerting on servers and switches or ticketing other devices and click "Save" to change this default setting.
Setting the Ticket Throttling parameter to zero ('0'), effectively makes all servers and switches CRITICAL and causes all devices to open any associated ticket immediately.