Generating a helpdesk ticket after the amount of n_retrys

Products

• Autosys Workload Automation

Issue/Introduction

There is a requirement to create a job failure for a job failure but only after all the retries configured in the job have also failed.

Environment

Autosys 12.X
WCC 12.X

Resolution

Below is general information about the new help desk integration.

1. You can not create a job failure alarm ticket after n_retries
2. You can set up a Max Retry alarm and create a ticket for Max retries.

Example helpdesk config file:

helpdesk.$AUTOSERV:

helpdesk_alarm_types=JOBFAILURE,EVENT_HDLR_ERROR,MAXRUNALARM,MUST_START_ALARM,MUST_COMPLETE_ALARM,MAX_RETRYS

Example Job def:

/* ----------------- TestSvcNow_MaxRetry ----------------- */

insert_job: TestSvcNow_MaxRetry   job_type: CMD
command: as_test -e 1
machine: <Hostname>
owner: autosys@<Hostname>
permission:
date_conditions: 0
description: "Test ServiceNow Ticket Generation"
n_retrys: 3
std_out_file: "/tmp/TestSvcNow.out"
std_err_file: "/tmp/TestSvcNow.err"
alarm_if_fail: 0
alarm_if_terminated: 0
helpdesk: y
helpdesk_template: HelpdeskTemplateForJobStatusFailure
helpdesk_attr: urgency=3
helpdesk_attr: impact=3
helpdesk_attr: priority=5
helpdesk_attr: caller_id="System Administrator"
helpdesk_alarm_types: MAX_RETRYS

Example Event_demon log entry:
[02/07/2025 16:38:16]      CAUAJM_I_40245 EVENT: CHANGE_STATUS    STATUS: FAILURE         JOB: TestSvcNow_MaxRetry MACHINE:<Hostname>   EXITCODE:  1
[02/07/2025 16:38:16]      CAUAJM_I_40245 EVENT: ALARM            ALARM: MAX_RETRYS       JOB: TestSvcNow_MaxRetry MACHINE: <Hostname>
[02/07/2025 16:38:16]      <Have EXCEEDED the Max # (3) of application restarts.>
[02/07/2025 16:38:16]      CAUAJM_I_61015 Help desk request pending for JOB: TestSvcNow_MaxRetry RUN_NUMBER: 105317.4 ALARM: MAX_RETRYS
[02/07/2025 16:38:18]      CAUAJM_I_61017 Help desk request creation successful for JOB: TestSvcNow_MaxRetry RUN_NUMBER: 105317.4 ALARM: MAX_RETRYS TICKET_NUMBER: INC0010010 TICKET_ID: 59c9128a83231210a721cad6feaad3c3