CONCEPT: Automatic Closing of Service Requests

RockSolid raises service requests from monitoring, both in response to policy violations but also in response to reactive and predictive issues or failures.

In almost all circumstances RockSolid will automatically close any service request it has raised when the underlying condition that gave cause to raise the SR has been resolved.  This approach helps to ensure the RockSolid portal maintains a current and accurate state of the environment as only valid issues are visible.

However, a small number of events raised by monitoring will not automatically close.  This is because the type of event that gave rise to the SR being create requires investigation/action and there is no clear resolution point for the SRs.  Again to note, these are the exceptions - most SRs created by RockSolid will automatically close.

Below is the list of service requests raised by RockSolid which require manual resolution to close:

SR Type Description
Error Log Error RockSolid raises service requests when high risk events are identified in the SQL Server error log.  These may be events not identified elsewhere, such as a stack dump or other form of system failure. As these events may occur at a single point in time with no clear end point, a RockSolid user must manually close these events.
Instance Started RockSolid will typically raise instance down alerts when a SQL Server instance is down, and these will close automatically when the instance is again online.  However some customers would like a persisted service request to be raised when an instance is restarted so other forms of investigation (such as checking application activity) can occur.  Therefore Instance Started events do not automatically close and must be close manually by a user.
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