Avi Pulse Case Management

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Overview

This guide explains the services offered by Avi Pulse.

Configuring Technical Support using Alerts

You can configure technical support action using avi.alert.alert_automated_support alert action package as follows. This package uses the Avi python SDK for creating support cases, generating and attaching technical support and attaching latest core dump to the case.

  • You can use avi.alert.alert_automated_support package to call a single function and pass in a configuration object that determines the script workflow.

  • The configuration object will contain parameters like case severity, attach technical support (bool), attach core dump (bool), and attach a preferable technical support.

  • The alert action package exposes a single function create_case_attach_tech_support to be used by the user-provided control script.

  • You can use this user control script to create an alert configuration, wherein all intended events can be watched for. Once the control script is in place, the existing alert workflow takes care of generating the alert and executing the control script.

  • The python/lib/avi/alert/alert_proactive_support.py file is responsible for parsing the alert and events, and further calls a function described in python/lib/avi/portalconnector/proactive_support.py file.

  • This splits alert related proactive support process into two, namely, alert parsing and actual case creation/technical support attachment. The alert parser fetches important information from the alert and passes down the user provided configuration from the action script. You can use this for creating cases and attaching relevant files to it.

  • You can use avi.portalconnector.proactive_support package to create case and attach technical support programmatically by any python module/script in the Avi Controller, for instance, the alert_proactive_support alerts package is one of the packages.

  • You can use portalconnector.proactive_support package to detect anomalies and create a support case corresponding to certain Avi objects.

The following is the sample user control script:

#!/usr/bin/python
import sys
from avi.alert.alert_proactive_support import create_case_attach_tech_support
 
# valid options -
#   case_severity: one of 'Severity (1|2|3|4|5)',
#   attach_tech_support: boolean,
#   attach_core_dump: boolean
proactive_support_config = {
    'case_severity': 'Severity 2',
    'attach_tech_support': True,
    'attach_core_dump': True,
}
 
#pylint: disable=too-many-function-args
# Controller must be registered to Avi Pulse
create_case_attach_tech_support(proactive_support_config, *sys.argv)

There are some events which are pre-packed with the Controller. The pre-packed Controller will be with an alert configuration by the name System-SE-Failed-Proactive-Support attached to the Action Script for proactive support. The alert configuration will have CONTROLLER_SERVICE_FAILURE or SE_DOWN events.

For more information on alert actions, refer to Alert Actions guide.