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Status Functionality already exists
Workspace IBM MAS - Dedicated & SaaS
Categories MAS SaaS
Created by Guest
Created on Nov 6, 2024

RELATED IDEAS

IBM should monitor the status of the customer's SaaS environment.

We had faced a status "unavailable" at JI accident's MVI SaaS environment (we could not access to the environment, which means cusotmer's service was stopped). Customer raised a case and this was the first time IBM notice that they got error when ping to the environment. Isn't this too late? IBM should monitor customer's environment all time.

Please monitor JI accident's SaaS environment and whenever the status is unavailable, IBM should recover the situation by themselves. Don't wait for cusotmer to say so.

The below is the timestamp of what had happened.


21-Oct-2024 09:24 UTC TS017630200 raised with Product Support
21-Oct-2024 11:33 UTC Incident #75522498 Triggered by Monitoring
Ping: https://main.visualinspection.jihoken.suite.maximo.com -> Expected status 200 but got 526
This was the first recorded indication to SRE Teams (that I could find) that there was an issue

SRE Teams work to rectify issue

21-Oct-2024 14:48 UTC Incident #75522498 Resolved through API
Open from Oct 21, 2024 at 11:33 UTC to Oct 21, 2024 at 14:48 UTC (for 3 hours)

21-Oct-2024 15:46 UTC Product Support advise client that issue is resolved

22-Oct-2024 00:12 UTC Product Support raise skills case TS017637992 'Error 526 prevents access to MVI - what caused this?'
This is the first recorded engagement of SRE by Product Support (that I could find)
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Open full size
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Idea priority Urgent
Needed By Yesterday (Let's go already!)
  • Post comment
  • Guest
    Reply
    |     Nov 14, 2024

    Hi Micheal,

    Thank you for your explanation. I need to know what was the issue for not happening the escalation. How can we open a ticket to SRE team directory? Do you meen to open a new case at IBM support?

    Thank you,

    Misaki Matsuda

  • Admin
    Michael Cookson
    Reply
    |     Nov 13, 2024

    IBM id monitor the environment and does continue to do so. There was some issues in this particular case where the escalation did not happen as it should. These issues are resolved. For further information about this incident, please open a ticket to the SRE Team.

  • Guest
    Reply
    |     Nov 7, 2024

    Thank you Micheal, just for your reference the case number is TS017630200.

  • Admin
    Michael Cookson
    Reply
    |     Nov 7, 2024

    I will follow up as IBM should be monitoring the applications.

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