When Network Monitoring functionality is turned on, any email to the designated email address can be used to open and resolve Equipment Tickets.
Setup
Network Monitoring functionality is turned on via the corresponding Tickets Setting. See Tickets Settings for Email.
Email Syntax
The syntax for network monitoring emails is very specific.
Email Subject = Ticket Title
Email Body requires Java Script Notation (JSON). The JSON syntax is as follows:
{
"EquipmentID": Equipment ID,
"EquipmentName": "Equipment Name",
"Description": "Description",
"Resolve": "Resolve"
}
The body of Network monitoring emails should only have the JSON as defined above. Do not enter any content following the JSON.
Equipment ID: ID for the equipment in the IDI platform.
Equipment Name: Name of the equipment as configured in the IDI platform.
Description: When Resolve = N, this is used as the Ticket Description. When Resolve = Y, this is used as the resolution note.
Resolve: (Y/N) - Y is required to resolve the Ticket. It is not required to open a new Ticket.
Notes:
Equipment Name or ID must be specified when opening or resolving a Ticket. If both are specified, ID is used.
Only one piece of equipment can be specified per email.
When resolving, the subject and Equipment Name or ID must match what was provided when the Ticket was opened.
If there are multiple open equipment tickets with the same title for the same piece of equipment, the resolution email will resolve all of the open tickets.
Network monitoring tickets will not auto-close. They will remain Resolved until a user manually closes them.
Examples
Opening a Ticket:
The following sample email body text will open a Ticket for equipment ‘SAASSHAREOLB02’:
{
"EquipmentName": "SAASSHAREOLB02",
"Description": "Server has not responded in 10 minutes",
"Resolve": "N"
}
Show Picture
Ticket Title is populated from the Subject of the email.
Ticket Description is populated from the Description in the email body.
Equipment is populated from the Equipment Name in the email body.
Original email is linked to the ticket and viewable.
Resolving a Ticket:
To resolve a Ticket, the format is the same, but the ‘Description’ will map to the Resolution Note on the Ticket, and the value for ‘Resolve’ should be ‘Y’. Example:
{
"EquipmentName": "SAASSHAREOLB02",
"Description": "Server rebooted.",
"Resolve": "Y"
}
Show Picture
The status and resolution type are updated to the configured values for ‘Resolution Status’ and ‘Resolution Type’
The Resolution Note is updated from the ‘Description’ in the email
The email received that resolved the ticket is linked to the ticket and viewable.
Child Tickets
There is an option when Network Monitoring is configured, to create Child Customer Tickets. When this is selected:
The Affected Customers on the Equipment Ticket will contain all accounts/services that the equipment is assigned to.
Show Picture
A Customer Ticket will be created for each affected customer, and will be linked as a Child Ticket to the Equipment Ticket.
Show Picture
The Ticket Title and Description are the same as the Equipment Ticket.
The Equipment is populated on the Customer ticket.
The Parent Equipment ticket is listed/linked.
The services where the equipment is assigned are populated in the Affected Services/Locations section.
A resolve message for the Equipment Ticket will NOT resolve the Child Tickets.
When this is not selected:
The association of the equipment to customers does not occur. The Affected Customers on the Equipment Ticket will be blank.
Customer Ticket(s) will not be created.