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Schedule Tickets

Tickets that have a workflow state assigned are referred to as regular tickets. Tickets created manually through UI are always regular.

Tickets that have no active workflow state assigned and are sheduled to be opened at some point in the future referred to as sleeping tickets. Only services can create sleeping tickets.

LogMan.io Alerts can create, update and close different types of tickets automatically.

This functionality is mainly determined by parameters direction and period of incoming signals.

  • direction UP: indicates an active state of a ticket
  • direction DOWN: indicates an inactive state of a ticket
  • period: indicates when a scheduled transition should happen

Main Cases Overview

Ticket's Scheduled Workflow

Schedule Setup

A number of combinations for signal's parameters direction and period support various use cases and provide different results.

See how different signals change a ticket's state:

Schedule Setup Overview

Or check your primary goal to find the best sequence of signals:

Schedule Setup Overview

Create Ticket

Case 1: no direction and no period in signal

  • default direction: UP
  • a regular ticket will be created
  • no schedule will be set

Case 2: direction UP in signal

  • a regular ticket will be created
  • no schedule will be set

Case 3: direction DOWN in signal

  • a closed regular ticket will be created

Case 4: direction UP and set period in signal

  • a regular ticket will be created
  • a ticket’s closing time will be scheduled

Case 5: direction DOWN and set period in signal

  • a sleeping ticket will be created
  • a ticket's opening time will be scheduled

Update Regular Ticket

Also see grouping.

Case 1: no direction and no period in signal

  • default direction: UP
  • an existing regular ticket will be updated
  • no schedule will be set

Case 2: direction UP in signal

  • an existing regular ticket will be updated
  • no schedule will be set

Case 3: direction DOWN in signal

  • an existing regular ticket will be closed immediately

Case 4: direction UP and set period in signal

  • an existing regular ticket will be updated
  • a ticket’s closing time will be scheduled

Case 5: direction DOWN and set period in signal

  • a ticket in active state can't be reset to sleeping state
  • an existing regular ticket will be closed immediately

Update Sleeping Ticket

Also see grouping.

Case 1: no direction and no period in signal

  • default direction: UP
  • a scheduled opening time will be ignored
  • a sleeping ticket will be opened immediately
  • no schedule will be set

Case 2: direction UP in signal

  • a scheduled opening time will be ignored
  • a sleeping ticket will be opened immediately
  • no schedule will be set

Case 3: direction DOWN in signal

  • a sleeping ticket will be updated
  • a ticket's opening time will not be rescheduled

Case 4: direction UP and set period in signal

  • a scheduled opening time will be ignored
  • a sleeping ticket will be opened immediately
  • a ticket’s closing time will be scheduled

Case 5: direction DOWN and set period in signal

  • a sleeping ticket will be updated
  • a ticket's opening time will be rescheduled