Threshold replay

Today every down event opens a ticket. The same tickets, replayed with a minimum outage length before one opens.

Minimum outage length before a ticket opens15minutes

Skip rule for flaps: a second separate outage at the store within 24 hours opens a ticket regardless of length Do not apply this threshold to hard-down stores. Only backup-WAN-down and device-down-with-WAN-up alerts wait 24 hr hold for WAN2 events: a backup-WAN-down alert opens a ticket only if the backup is still down after 24 hours. Overrides the threshold and the flap rule for those alerts

–would still open

–would not open

–agent comments avoided

–fix rate of remaining tickets · today 16%

–fix tickets lost

Overlapping device outages at a store merge into one episode; the longest is compared with the threshold. Tickets a person reported always open. Comments avoided is an upper bound.

Outage length barely predicts whether a human was needed: 31% of self-healed agent-worked tickets had a longest outage under 15 minutes, and 19% of fix tickets never had one over 15 minutes.