Reboot Tickets & ticket sort order Options

[John D.]

I really wish we could change the new reboot ticket approach to allow us to make comments, add questions, etc. to the ticket the way we always could with the Orbit 1 system.

Also, with the Orbit 1 system a tech would update the ticket letting us know that the reboot was imminent, if there were any problems, etc. We found that to be a better approach, FWIW. Now if a CHKDSK is required or there is some other problem with with server found during the reboot a NEW ticket must be created.

Regarding ticket sort order, can't we have it reversed by default so the most recently closed tickets are on top? It's almost always the case when looking for a closed ticket that it's a recent one.

[Tomy Durden]

I really wish we could change the new reboot ticket approach to allow us to make comments, add questions, etc. to the ticket the way we always could with the Orbit 1 system.

Also, with the Orbit 1 system a tech would update the ticket letting us know that the reboot was imminent, if there were any problems, etc. We found that to be a better approach, FWIW. Now if a CHKDSK is required or there is some other problem with with server found during the reboot a NEW ticket must be created.

The "Reboot Hardware" functionality attempts to reboot your server automatically and then creates a ticket if that fails or the server doesn't have the infrastructure to do auto-reboots. A technician will grab the ticket and then process it manually. If there's an issue known by the technician, they'll attempt to resolve simple issues or contact the customer on more complex issues.

If the server is rebooted by the system "successfully", meaning the IPMI/DRAC/Cyclade/ROD reported back that the reset button was "pressed", it does not create a ticket at all.

Now, as you've pointed out, if there's a configuration issue which prevents the server from booting properly after the reboot, you have to report an Outage. This design choice was done based off of customer feedback and the intended result is that a Reboot Request result in a Reboot. This also resulted in lower response/resolution times and ticket volumes in DC Operations as they weren't processing manual reboots when automatic reboot functionality was available.

It's advisable to use the "Report an Outage" functionality if you're aware of a specific issue. I also recommend using it if you've done a configuration change that has a chance of an unsuccessful boot. You can also use the Outage function if you'd like to have a technician reboot your server manually. Both the Outage and Reboot tickets get sent straight to the data center staff and are both top priority.

Regarding ticket sort order, can't we have it reversed by default so the most recently closed tickets are on top? It's almost always the case when looking for a closed ticket that it's a recent one.

I logged into Orbit under my account and it seems the default action is to sort in descending order by ticket number. I'm not sure if there was any surveys done on this, but I've sent a request to see if our development group can implement a feature to let each user configure their sorting preferences. I don't have an ETA on this.

[ajz4221]

While we're on that topic...
Statements sort by oldest to newest within the year range it defaults to.
Newest to oldest would make better sense.