Ticket Categories

This article enumerates the kinds (or categories) of problems that cause Viakoo to open tickets. The ticket category field can be used in two ways:

  1. In integrating Viakoo alerts into centralizing help-desk solutions, users can leverage the ticket category to vector the issue to the appropriate workflow.
  2. You can also leverage the "Category" field when you extract ticket tables to analyze issues that might be occurring more frequently than others.

In the interest of supporting users who are trying to leverage this field, the table below enumerates the full, current list of ticket categories available in the current release. This list is subject to change as new alerts are added. 

  • MINOR
  • ELEVATED
  • CRITICAL
  • FAILURE

 

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

Important! The Viakoo system only send out alerts for FAILURE AND CRITICAL level tickets!

Ticket Category Table (Category(ID) - "Problem")

Severity Level Ticket Categories Problem Text Recommendation Group

Critical

ACCESS_CRIT_PROCESS_OFFLINE "Critical Access Control process <process name> on <host name> has stopped." Restart Access Control process immediately. Refer to your Access Control Administration Guide for instructions. AccessControl
Critical/Elevated ACCESS_CONTROLLER_OFFLINE Access controller<device name(IP Address)> is offline Check configuration to make controller is enabled in AC software. Verify password settings and verify controller is running correct firmware. AccessControl
Critical/Elevated ACCESS_CONTROLLER_UNPINGABLE Access controller <device name(IP Address)> is not responding Verify whether device is broken, is connected to ethernet and has sufficient power. Schedule appropriate service. AccessControl
Critical/Elevated DEVICE_OFFLINE  "<device name> went offline." Check that device is powered and connected. Generic Device
Critical/Elevated DEVICE_UNPINGABLE  "<device name> is not responding to pings" Check that device is powered and connected. Generic Device
Critical/Elevated DEVICE_UNPINGABLE  "<device name> is not responding to pings" Check that device is powered and connected. Generic Device

Elevated

DEVICE_FLAPPING*  "<device name> switching between online/offline" Check that POE switch is properly spec'ed for power requirements of all supported devices. If okay, verify device logs and connection quality. Generic Device

Minor 

MULTIPLE_DEFAULT_GATEWAY Multiple default gateways associated with NIC <component name> for server <host name> Remove the default gateway from any network port that is not providing you Internet access. Further reading about how to use default gateways, routes and route metrics can be found on the Viakoo Zendesk Network
Elevated NETWORK_DISCONNECTED Network port for <component mac address> disconnected on server <host name> Reconnected or replace cable if this wasn't disconnected on purpose. Otherwise close this ticket. Network
Critical FREE_SPACE_CRITICAL "System volume <drive letter> is critically low on space. Unstable operation may result." Free up space as soon as possible. Contact service provider if you need assistance. Server

Failure

HOST_OFFLINE  "Server <host name> not responding." Check network connection and power. If those don't resolve the issue, it may need servicing. If it recovers, look for fresh tickets associated with the server to determine next steps, if any. Server
Failure HOST_OFFLINE_UNPINGABLE  "Server hardware <host name> not responding." Check network connection and power. If those don't resolve the issue, it may need servicing. If it recovers, look for fresh tickets associated with the server to determine next steps, if any. Server
Critical PING_HANG "Ping process on server <host name> is hanging. Server needs to be rebooted." Schedule a reboot of the server. Server
Critical HOST_FLAPPING* "Pingable server hardware <host name> switching between online and offline" Check server OS and restart Viakoo RA service. Contact your service provider if condition continues. Server
Failure HOST_OFFLINE_REACHABLE Server<host name> is responding to network pings but services cannot be reached. If server does not respond within 40 minutes a critical ticket will be automatically opened. Server
Elevated FREE_SPACE_LOW  "Volume <drive letter> is low on space." Free up space as soon as possible. Contact service provider if you need assistance. Server
Minor  EXCESSIVE_FAILED_LOGINS* "<host name> has more than five failed logins in past hour." Verify network security and that associated server is properly protected from intrusion. Server
Minor  HOST_REBOOTED* "Server <host name> rebooted" Verify cause of reboot and close this ticket when resolved. Server
Minor  PENDING_REBOOT  "Pending system changes that require a reboot detected on server<host name>" Log into associated system and reboot it in order to resolve this issue. Server
Elevated HOST_UNEXPECTED_REBOOT* "Server <host name> rebooted unexpectedly" Verify cause of reboot and close this ticket when resolved. Server
Critical HOST_OFFLINE_PINGABLE  "Viakoo agent is not responding but server <host name> is responding to network pings." Verify server is running properly. Check free space on C: drive and available free memory. Also, a pending reboot status can be affecting execution. Rebooting server should restore services. If issue persists contact Viakoo Support. Server
Elevated CPU_OVERHEAT  <host name> is overheating Verify machine room is properly cooled, fans are working and ventilation is not blocked. Server
Elevated HOST_OFFLINE_UNREACHABLE Server <host name> is online but Windows services cannot be reached. Verify server is running properly. Check free space on C: drive and available free memory. Also, a pending reboot status can be affecting execution. Rebooting server should restore services. If issue persists contact Viakoo Support. Server
Failure HOST_UNPINGABLE_FREE_SPACE Server hardware <host name> not responding after free space low. Check network connection and power. If server recovers, check disk space and delete unnecessary files. Server
Failure HOST_UNPINGABLE_PENDING_REBOOT Server hardware <host name> not responding after pending reboot set. Check network connection and power. If those don't resolve the issue, it may need servicing. If it recovers, look for fresh tickets associated with the server to determine next steps, if any. Server
Failure HOST_UNPINGABLE_SWAP Server hardware <host name> not responding after free memory low. Check network connection and power. If those don't resolve the issue, it may need servicing. If it recovers, look for fresh tickets associated with the server to determine next steps, if any. Server
Failure HOST_UNREACHABLE_FREE_SPACE Service on<host name> not responding after free space low Verify server is running properly amd delete unnecessary files from system drive. If issue persists contact Viakoo Support. Server
Failure HOST_UNREACHABLE_PENDING_REBOOT Service on<host name> not responding after pending reboot set Verify server is running properly and reboot if not so. If issue persists contact Viakoo Support. Server
Failure HOST_UNREACHABLE_SWAP Service on <host name> not responding after free memory low Verify server is running properly and has sufficient memory for services. If issue persists contact Viakoo Support. Server
Elevated SCHEDULER_NOT_RUNNING Task Scheduler service on server <host name> is not running -- system and Viakoo will not operate properly. Start the Task Scheduler service from the services screen, then restart Viakoo RA and CA services. Server
Failure SITE_OFFLINE  "site <site name> has not reported as expected." Verify that server with Viakoo Communications Agent (CA) is running, able to reach the Internet, and has a reasonable amount of space on C:. Site
Critical DISKGROUP_OFFLINE "RAID failure in diskgroup <diskgroup name> on server<host name>." Need to replace all failed drives. You may have a complex information recovery process. Contact your support vendor or IT department as appropriate. Storage
Failure PARTITION_OFFLINE  "Partition <partition name> on server<host name> is unmounted." Investigate whether this was done by system administrator action or caused by a failed disk or RAID array. Storage
Elevated DISKGROUP_DEGRADED  "Disk failure in diskgroup <diskgroup name> on server<host name>." Need to replace all failed drives. Contact your support vendor or IT department as appropriate. Storage
Elevated DISK_OFFLINE   "<disk drive> on<host name> failed" Schedule service to replace drive, then delete "missing" drive in the Disks table of the server's Details tab and close ticket. Storage
Elevated PARTITION_DIRTY   "File system on volume <volume name> needs repair" Run 'chkdsk ${component.getDriveLetter()} /f' to repair it. Storage
Elevated DISK_FAILING   "Disk SMART data indicates that disk <disk drive> on<host name> is failing" Schedule service to replace drive, then delete "missing" drive in the Disks table of the server's Details tab and close ticket. Storage
Elevated DISKGROUP_REBUILDING  "Diskgroup <diskgroup name> rebuilding" This ticket will auto-close once diskgroup finishes rebuilding. Storage
Elevated INTEL_DISK_FAILED A RAID disk on server<host name> has failed Use Intel RAID utility to see which disk has failed and to replace failed disk then close this ticket. Storage
Elevated INTEL_VOLUME_DEGRADED An Intel RAID volume on server <host name> is degraded Use Intel RAID utility to diagnose and fix issue then close this ticket. Storage
Failure SWITCH_OFFLINE  "Switch <stream name> is not responding." Check connection to management port or power to the switch. If that resolves the problem, this ticket will AutoClear. If the switch has failed in an irrecoverable way, schedule replacement. Switch
Failure/Critical THRESHOLD_CRITICAL_EXCEEDED Performance value "<performance type>" on <component name> is <threshold operator> "<threshold value> <threshold units>" Check events on this ticket for details Threshold
Elevated/Minor THRESHOLD_WARN_EXCEEDED Performance value "<performance type>" on <component name> is <threshold operator> "<threshold value> <threshold units>" Check events on this ticket for details Threshold
Critical VMS_CRIT_PROC_OFFLINE  "Critical VMS process <process name> on <server name> has stopped." Restart VMS process immediately. Refer to your VMS systems administrator guide for instructions. Video
Critical STREAM_DISABLED  "Critical camera stream <stream name> was disabled for recording on the VMS server." Validate that this is what you wished to do, and close the ticket if so. Video
Elevated VMS_PROCESS_RESTART  "<vms process> restarted." Verify VMS software is running and configured properly, or that restart was intentional. Video
Critical/Elevated CAMERA_UNPINGABLE  Stream(s) not recording and camera device <camera name(IP)> is not responding" Camera device may be rebooting. If so, this ticket will AutoClear when it recovers and no action is required. If the issue persists, you likely have a broken camera device OR a disconnected ethernet cable in the camera network. Schedule service. Video
Critical/Elevated CAMERA_FLAPPING* "<camera name> switching between online/offline" Check camera device logs and connection and that POE switch is providing sufficient power Video
Critical/Elevated CAMERA_MISSING  "<camera name> missing from configuration" Check VMS configuration and delete camera from this service if it has been removed from the network Video
Critical/Elevated CAMERA_OFFLINE  "Stream(s) not recording and camera device <camera name> is offline." Camera device may be rebooting. If so, this ticket will AutoClear when it recovers and no action is required. If the issue persists, you likely have a broken camera device OR a disconnected ethernet cable in the camera network. Schedule service. Video
Critical/Elevated STREAM_OFFLINE  "<stream name> not recording but camera <camera name> is still responding" Verify camera password settings and license permissions in VMS. Alternatively, verify camera firmware compatibility for your VMS.. Video
Critical/Elevated STREAM_OFFLINE_OLD  "<stream name> not recording but camera <camera name> is still responding" Verify camera password settings in VMS and license permissions in VMS. Also, verify camera firmware compatibility in your VMS vendor's documentation. Video
Critical/Elevated STREAM_SYSTEM_DRIVE  "<stream name> is recording to the System Partition." Reconfigure camera to record to another partition (i.e., drive letter). Video
Critical/Elevated STREAM_FLAPPING* "<stream name> switching between online/offline" Verify device and password are properly configured in VMS. Additionally, verify firmware version in camera and VMS driver compatibility. Finally, check amount of load on camera itself. Video
Minor  RETENTION_NONCOMPLIANCE  "<stream name> retention is below 50% of its goal." Check camera recording configuration to verify resolution and framerate are appropriate. Alternatively, revisit amount of storage required to meet your goal. Video
Elevated STREAM_NOT_RECORDING  "Stream <stream name> on server <recorder name> has not recorded data for at least three days" Verify camera is operating properly and VMS is appropriately configured for this camera's settings. Verify camera firmware and VMS driver are compatible. Video
Elevated PROCESS_OFFLINE   "Non-recording VMS process <process name> on <server name> has stopped." Determine whether this process is important and restart as appropriate. Refer to your VMS systems administration guide for instructions.. Video

 

* Signal ticket which means they are informative and require user action to resolve. They are different than tickets that can close automatically (aka "Auto Close" tickets) when the system determines the condition associated with them are resolved.

+ Depending on user configuration, threshold tickets may be "Auto Closed" (i.e., when the threshold is no longer true), or "Signal" (i.e., they must be closed manually by the user).

Underline indicates new ticket category in the most recent release

Ticket Categories in Alert Emails

For customers leveraging Alert Emails as a way of activating a trouble-ticket an organization-wide Help Desk system, this Category field can be used to activate category specific workflows and/or instructions to dispatch operators.

As of Release 2.3, Alert Emails have the following format:

Alert emails can have one or more tickets. If there is more than one, they always come from the same site. After the greeting, the message identifies the site (A) and company (B) which is associated with all the tickets. Each ticket entry has 3 key columns which be used by your help-desk ingestion process to create and manage the help-desk ticket:

  1. (first column) Ticket ID - Unique number as well as a URL which is a dereference to the specific ticket in the Viakoo service.
  2. (third column) Category - Useful for initiating the proper help-desk workflow.
  3. (fourth column) Location - Device (or Site) that has the problem.

Subsequent Alert Email updates from Viakoo will have the Ticket ID which can be used to associate those messages with your corresponding help-desk ticket. For example, if the problem gets resolved, Viakoo will send an email indicating that the ticket with that unique number, has closed and you can use the ticket ID to locate the associated case in your help-desk system to mark it as resolved.

Ticket Categories in Ticket List Exports

For users wanting to deeper analysis of their ticket information, this field in exported CSVs of the ticket table can be used to identify classes of problems affecting their operations that may hint at a systemic problem.

To export a ticket table, navigate to the “Tickets” tab and click on the “Export to CSV” button. The resulting file will have the Category as the third column in the resulting CSV.

You can then see which issues are occurring most frequently for example. Or identify which of your sites are having what kinds of problems.

 

 

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