Automated solution that can suspend ticket generation during a given period

[Farouk Benhouman]

Hello,

Hello,

We have to periodically install some security hotfixes on the virtual machines in Azure. The downtime for these kinds of operations is approximately two hours.

Our ITSM is Jira, and we are looking for an automated solution that can suspend ticket generation for a list of VMs during a given period (Friday between 20h and 22h for example).

Do you have any solution for this need?

Thanks in advance,

[Matteo Vecchiato · Accepted solution]

Hi @Farouk Benhouman

Welcome to Atlassian community.

How are you managing the list of virtual machines? In another words, the field with virtual machines, which kind of field is?

Regards

[Farouk Benhouman]

Hello Matteo,

Thanks for your reply.

The field regarding virtual machine is "description".

But description does not only contain computer name, it contains all the information regarding the incident, such as resource group, subscription, resourceID.. all included in the same field (description).

See print screen

 Regards,

[Matteo Vecchiato]

Hi @Farouk Benhouman , I guess the field is a custom field you created, is the field a paragraph where the user insert those text, select list, asset field or?

In the service portal, is there a unique request for all the virtual machines? How the customer choose the virtual machine when opening the ticket?

[Farouk Benhouman]

Hello Mateo,

Yes, the field is a paragraph but it's inserted automatically when the alert is received from Azure. The purpose is to stop generating tickets raised automatically (by monitoring) not tickets raised by the customer.

In another words, how can we configure a jira rule to stop generating tickets for a period of time when "Virtual machine" in the description field equal VM01?

Regards,

[Matteo Vecchiato]

Hi @Farouk Benhouman

I guess you have configured an integration inside the Operations section, like this:

If this is the case, you could try add a temporary exception for alerts creation, entering in the integration settings and:

• Create a "Ignore" rule like this:
  
  
  
• Modify temporarely the "Create alert" rule like this:
  

I hope it helps