Ticket Basics

In this section, we will cover the following topics:

 

Viakoo encapsulates problems it discovers in the form of a Ticket. The ticket embodies information associated with the problem, references to the affected device and location, as well as helpful information about what to do about the problem. In addition, a ticket is a vehicle to provide alerting and workflow to resolve a problem and encapsulates an event and comment history associated with the problem. See Understanding Ticket Workflow.

When certain ticket types are created, a user can choose to receive an alert in the form of an email or a push notification if the smartphone app is installed. 

Tickets are located in various places in the interface. As mentioned in the Overviews article, all Tickets can be accessed by the top menu located on the Dashboards.

 

 


Ticket List

Look and Feel

The ticket list makes it easier to read and more intuitive to act on your tickets.

 

 


Ticket Overview 

To view details of a ticket, click on the row of the ticket to take a deeper dive. 

You will access a comprehensive view which gives you access to more detailed information, including all of the ticket’s associated events and comments, related infrastructure, and ticket workflow controls:

Relevant Objects and Locations in this display include the device or stream where the problem occurred, as well as the device the ticket is attached to, such as the camera or recording server associated with the problem. It also contains the hierarchy for the ticket’s location, including the relevant site and company. Clicking on any of the objects in this section will send you to the page for that object, where configuration or performance values can be found to further help in resolving the problem.

From the Timeline you can expand (+) or collapse (-) the Event History associated with the ticket. This includes the events created by the system when it opened the ticket, the events the system used to determine there was a problem, and any subsequent events that might be related to this issue. You can also see the ticket workflow events that are created when a ticket is assigned, accepted or closed.

Clicking on the Comments button allows you to view the Comment History as well as add your own comment to the associated ticket.

 


Ticket Rows

A ticket contains 5 critical details:

  1. A timestamp indicating when the problem was detected
  2. What is the nature of the problem 
  3. The probable root cause of the problem
  4. A recommended action on how to fix the problem
  5. The source device that is degraded or failed. This is shown in the location column.

 


 Ticket Types

In Viakoo, there are two types of tickets: Problem and Signal Tickets. Both of these types of tickets get generated for different reason, and they also have a different workflow. 

 

Signal Tickets

A signal ticket is opened and stays open until it is manually closed.

An example of this type of ticket is "Server has rebooted". This ticket is no longer really a problem,as the server is up. The ticket stays open so a user accepts the event and investigates.

Signal Tickets need to be closed by a User and will not auto-close if the issue is resolved.  

 

Problem Tickets

Problem tickets are created for a current issue. By nature, these types of tickets auto-close. Problem tickets auto-close because Viakoo detects the problem no longer exists. If the problem does not exist anymore, the ticket will automatically be closed

If you wish to view tickets that have auto-closed, you can go to your Tickets tab and select the appropriate filters. 

  


Ticket Priorities & Alerting

Only critical and failure priority tickets send email and/or push notifications.

In Viakoo, a ticket has one of four priority levels, ADVISORY, WARNING, CRITICAL or FAILED . The icons and colors associated with each ticket reflect these priorities. .

  • ADVISORY
  • WARNING
  • CRITICAL
  • FAILURE

 

Ticket priority will initially have a default setting based on the severity of the problem determine by Viakoo. 

The Viakoo system defaults to only send out alerts for FAILURE AND CRITICAL level tickets! You can adjust these alert settings in your My Profiles tab. See Custom Notifications.

To see which tickets are generated at which severity levels, consult the Ticket Categories article here. 

Device or Stream failure tickets are a special case. For devices like Cameras, Camera Streams, Access Controllers, IoT Devices, Switches, et cetera, a priority setting will affect the severity of tickets associated with the device failing.

Devices are set by default to a priority level of "NORMAL".  A camera stream with a NORMAL priority will only generate a WARNING level tickets which will not send you a push notification or alert email by default.

Site administrators can set individual devices or camera streams to a priority level of "CRITICAL" by editing the associated stream table entry using the Viakoo dashboard. CRITICAL priority stream failures will generate a CRITICAL level tickets which, by default, are enabled for push notifications or alert emails.

Other things that generate CRITICAL or FAILURE level tickets and send SMS text messages:

  • Critical application process halts/stops
  • Server does not responding
  • Sites not responding

NOTE: You can also set a device to priority "IGNORE" which will cause no tickets to be issued for the device.

Click here for more information regarding the Priorities and Statuses.

How do I enable Email Alerts?

By default, a new user is not enabled for email alerts. Users must enable email alerting in their "My Profile" page. There you can enable email alerts and customize your notifications

How do I get Push Notifications?

Push Notification settings can only be changed once there is a registered phone app for your account. To do that, you need to go to the Apple App Store for iPhone users or Google Play Store for Android users, and install the free Viakoo phone app on your device.

Once you install the Viakoo mobile application, allow the application to use Push Notifications. Then sign in with your Viakoo credentials and then you can enable Push Notifications from your phone. 

After push notifications have been enabled, Push Notification messages will be sent to your mobile device when alert-level tickets are generated. The Viakoo app does not have to be active to receive push notifications. Moreover, swiping or clicking on a Viakoo push notification will launch the Viakoo app and take you to the associated ticket.

To adjust what is "alert level," read Custom Notifications.

 

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