BMCSL - Incidents counts are not matching - 652

BMCSL - Incidents counts are not matching - 652






 BMCSL - Incidents counts are not matching


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Overview

General/Customer specific

General

Author

Rukmini

Reviewer

Arun

Approver


Release date

21/11/2022

Product Version

9.1r3


Audience: CSG/TechWarriors/PAC/Platform/Product teams


What’s the Issue? 

In BMCSL setup incidents counts are not matching with customer side remedy tickets.

Describe the Issue in Detail

We have 3 types of status in incidents (In progress, resolved and pending).

For example : from oct 1 to 17 in our dashboard total 304 incidents are there but when we check ticket details at customer remedy side we have only 31 tickets.

We can resolve with non time series data but BMCSL team need dashboard with time series data.



Solution Summary

  1. We made changes in the kafka incident pipeline.
  2. We made changes in the 'Service Portal' configuration for 'Ticket Read' from frontend.

Solution Steps in Detail

  1. We made changes in the kafka pipeline to index data as per last modified date using date plugin and manipulate plugin. Which code is already present but input kafka topic did not go through incidents pipeline. And kafka connect is built using actual output topic.
  2. After above changes also we faced same issue because from remedy we are not getting data at the time when ticket modified .so we made changes in the 'Service Portal' configuration for 'Ticket Read' from frontend. (q=%27Last+Modified+Date%27>%22#start_date#%22%20and%20%27Last+Modified+Date%27<%22#end_date#%22).


  1. After this changes now we faced challenge in dashboard creation to get latest value of ticket status, based on time series data it's not possible to get latest value and due to this we may get same ticket count appear in 2 or more tickets status's BMV, if we use non time series data but BMCSL Team requirement is time series based data.
  2. And also we created drill down dashboards based on ticket status, when click on each ticket status text (In Progress, Pending, Resolved and Total) using inline css and html code in insight visualization.


  1. To fix latest value on time series data we created insight visualization based on metric as latest value of ticket status and bucket on incidents. (drawback is BMV not supports more than 100 bucket size) 
  2. Now the BMCSL requirement is incidents data indexing based on submit date. We made changes in kafka pipeline.


Corrective actions if any to avoid in future

  1.  If we use separate css in insight visualization.it will apply for our whole page, so we should take care use inline css in html code.


More Help: 


References: 






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