How to Resolve AWS Cloud Tickets and Save SLA time

AWS CloudWatch has features to create an Alarm on a specific metric. A metric can be failed login attempts, CPU usage, Server is down, etc. Below, you will find the steps to resolve AWS cloud tickets.

What is the AWS Cloud ticket?

When an alarm triggers after it crosses the defined threshold limit, as configured, a Remedy ticket automatically triggers to the support team.

After the ticket comes into the support queue, they start figuring out the issue. Additionally, beforehand the team must know the steps to proceed further.

AWS Cloud tickets

How to resolve AWS cloud ticket

Step 1

First, analyze the ticket description to know the AWS account. For example, the ticket you may get from any of the regions – Production or Development or Integration. Next, login into that account using your IAM role credentials (here, you mean support team). Also, find the alarm name which created the ticket in question.

Step 2

After you log in, go to the search box in the AWS console. There search for CloudWatch.

Step 3

Next, Click on the alarms list, and go to the alarm in question. It could be in the red, which means in alarm state.

Step 4

Now, you can verify the graphical display and details when the alarm triggers (timestamp).

Step 5

Go to the log groups list, and select the log group in which the alarm metric is defined. Below, you will find the relation between the log group and the alarm.

Step 6

Select the relevant log group, and go to the log stream of the latest. The other way, you can find the streams by filtering the time.

Step 7

Once you get the event details, you can analyze them and get the root cause of the issue.

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Author: Srini

Experienced software developer. Skills in Development, Coding, Testing and Debugging. Good Data analytic skills (Data Warehousing and BI). Also skills in Mainframe.