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:
- In integrating Viakoo alerts into centralizing help-desk solutions, users can leverage the ticket category to vector the issue to the appropriate workflow.
- 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 |
|
|
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 |
|
|
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 |
|
|
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 |
|
|
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:
- (first column) Ticket ID - Unique number as well as a URL which is a dereference to the specific ticket in the Viakoo service.
- (third column) Category - Useful for initiating the proper help-desk workflow.
- (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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