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Sort out this : Need to create a ticket when cpu usage is 90% with ticket(Ex:INC000238) state as Open, Once the CPU usage become normal the same ticket will moved to resolved(Ex:INC000238)

sarathkumar_ram
Newcomer

When a Dynatrace monitor detects a situation above a set threshold (i.e. CPU utilization high), it will generate an alert and create a ticket in SCCD. Here's an example of a ticket created as part of testing. Note the word "OPEN" under the details, noting that an alert has been triggered.
When a Dynatrace monitor detects that the threshold value is no longer being exceeded (i.e. CPU utilization had now dropped back down to acceptable levels after a job completes), the "alert" will be "cleared" on the Dynatrace console to show that the issue is resolved. Ideally, the existing SCCD ticket will be updated to indicate that the issue is resolved. That's often handled by other systems creating a worklog entry for the existing SCCD ticket. However, what's happening with Dynatrace right now is that a completely new SCCD ticket is being created, with the word RESOLVED in the details. This means for each issue, two tickets are being created. One when the "alert" is opened in Dynatrace and one when the alert is resolved in Dynatrace. That adds quite a bit of extra work for the support teams trying to work the tickets and for everyone else who's trying to track tickets.


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