Samples/sample-tickets.json
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[
{ "number": "INC0012301", "type": "Incident", "short_description": "SQL-PROD-01: Disk space critical on E: drive (95% full)", "description": "Monitoring alert fired at 02:14 AM. E: drive on SQL-PROD-01 is at 95% capacity. Database transaction logs are consuming most of the space. Immediate action required to prevent database failures.", "state": "Closed", "priority": "1 - Critical", "category": "Hardware", "subcategory": "Disk", "opened_at": "2024-08-15 02:14:00", "closed_at": "2024-08-15 04:30:00", "resolved_at": "2024-08-15 04:22:00", "assigned_to": "Mike Chen", "caller_id": "Monitoring System", "close_notes": "Truncated transaction logs for databases not using full recovery model. Freed 45GB. Set up log backup job to run every 30 minutes. E: drive now at 62%.", "work_notes": "02:20 - Acknowledged alert. Connecting to SQL-PROD-01 via RDP.\n02:35 - Confirmed E: drive at 95%. Transaction logs for ReportingDB and StagingDB not being backed up.\n03:10 - Truncated logs for ReportingDB (freed 28GB) and StagingDB (freed 17GB).\n04:00 - Created maintenance plan for regular log backups.\n04:22 - Verified drive at 62%. Setting up monitoring threshold at 80%.", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0013457", "type": "Incident", "short_description": "SQL-PROD-01: Disk space warning on E: drive (85% full)", "description": "E: drive on SQL-PROD-01 has reached 85% capacity again. This is the second disk space incident in 3 months. TempDB growth appears to be the primary consumer this time.", "state": "Closed", "priority": "2 - High", "category": "Hardware", "subcategory": "Disk", "opened_at": "2024-11-02 09:45:00", "closed_at": "2024-11-02 14:00:00", "resolved_at": "2024-11-02 13:45:00", "assigned_to": "Mike Chen", "caller_id": "Monitoring System", "close_notes": "Shrunk TempDB after killing long-running report queries. Requested change to add 100GB to E: drive. This is recurring — need permanent fix.", "work_notes": "09:50 - E: drive at 85%. TempDB has grown to 40GB due to a long-running report.\n10:30 - Identified query from ReportingApp consuming excessive TempDB.\n11:00 - Killed the runaway query (SPID 142). User notified.\n12:30 - Shrunk TempDB to 8GB. E: drive now at 71%.\n13:00 - Filed CHG0005502 to expand E: drive.", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0015234", "type": "Incident", "short_description": "SQL-PROD-01: E: drive full, databases going offline", "description": "CRITICAL: E: drive on SQL-PROD-01 has reached 100%. Multiple databases have gone into suspect mode. Application teams reporting failures across the board. This is the third disk space incident.", "state": "Closed", "priority": "1 - Critical", "category": "Hardware", "subcategory": "Disk", "opened_at": "2025-02-10 01:30:00", "closed_at": "2025-02-10 06:00:00", "resolved_at": "2025-02-10 05:45:00", "assigned_to": "Sarah Williams", "caller_id": "Monitoring System", "close_notes": "Emergency: moved old backups to NAS, freed 80GB. Brought databases back online. CHG0005502 (disk expansion) was approved but never implemented. Escalating to management. Added second 500GB volume as immediate fix.", "work_notes": "01:35 - CRITICAL. E: drive at 100%. OrderDB, InventoryDB, CustomerDB in suspect mode.\n01:45 - Paged DBA on-call (Sarah Williams). Application teams notified.\n02:15 - Moved .bak files older than 7 days to \\\\NAS01\\SQLBackups. Freed 80GB.\n02:45 - Running DBCC CHECKDB on all suspect databases.\n03:30 - OrderDB and CustomerDB recovered. InventoryDB required restore from last backup.\n04:15 - InventoryDB restored to 01:00 checkpoint. 30 minutes of data loss.\n05:00 - All databases online. Applications confirmed functional.\n05:30 - Added F: drive (500GB) as interim measure. Moving TempDB to F:.\n05:45 - Post-incident: CHG0005502 was approved 3 months ago but storage team never actioned.", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0012890", "type": "Incident", "short_description": "SQL-PROD-01: Slow query performance affecting OrderApp", "description": "OrderApp team reports that order processing queries are timing out. Average response time has increased from 200ms to 8 seconds. Started approximately 2 hours ago with no known changes.", "state": "Closed", "priority": "2 - High", "category": "Software", "subcategory": "Database", "opened_at": "2024-09-20 14:30:00", "closed_at": "2024-09-22 10:00:00", "resolved_at": "2024-09-22 09:30:00", "assigned_to": "Mike Chen", "caller_id": "Tom Bradley", "close_notes": "Root cause: statistics on Orders table were stale after bulk data migration last weekend. Updated statistics and rebuilt fragmented indexes. Created weekly maintenance plan for index rebuilds.", "work_notes": "14:45 - Confirmed slow performance. Top wait type is CXPACKET and IO_COMPLETION.\n15:30 - Examined execution plans — Orders table using table scan instead of index seek.\n16:00 - Statistics on Orders table last updated 45 days ago. Bulk migration added 2M rows.\n09:00 (next day) - Scheduled maintenance window. Updated statistics on all tables.\n09:15 - Rebuilt indexes on Orders, OrderItems, and Customers tables.\n09:30 - Query performance back to normal (180ms average).", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0014102", "type": "Incident", "short_description": "SQL-PROD-01: Queries timing out on InventoryDB", "description": "Warehouse application reporting timeout errors when querying InventoryDB on SQL-PROD-01. Issue started after overnight batch processing completed.", "state": "Closed", "priority": "2 - High", "category": "Software", "subcategory": "Database", "opened_at": "2024-12-05 07:15:00", "closed_at": "2024-12-05 11:00:00", "resolved_at": "2024-12-05 10:30:00", "assigned_to": "Sarah Williams", "caller_id": "Lisa Park", "close_notes": "Batch job created massive index fragmentation on Inventory table (98%). Rebuilt indexes. Linked to PRB0001001 — no scheduled index maintenance for InventoryDB.", "work_notes": "07:30 - InventoryDB queries timing out. dm_exec_requests shows long-running scans.\n08:00 - Index fragmentation on Inventory table at 98%. StockMovements at 87%.\n08:30 - Overnight batch inserted 500K rows without index maintenance afterward.\n09:00 - Maintenance window approved. Rebuilding indexes online.\n10:30 - Indexes rebuilt. Query times back to normal.", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0011567", "type": "Incident", "short_description": "SQL-PROD-01: SQL Server service crashed, all databases unavailable", "description": "SQL Server service on SQL-PROD-01 terminated unexpectedly at 23:47. All databases unavailable. Error log shows access violation in sqlservr.exe. Multiple applications affected.", "state": "Closed", "priority": "1 - Critical", "category": "Software", "subcategory": "Database", "opened_at": "2024-07-03 23:50:00", "closed_at": "2024-07-04 02:30:00", "resolved_at": "2024-07-04 02:15:00", "assigned_to": "Mike Chen", "caller_id": "Monitoring System", "close_notes": "SQL Server service crashed due to known bug in SQL Server 2019 CU18. Restarted service, all databases recovered. Applied CU22 hotfix during next maintenance window (CHG0004801). No data loss.", "work_notes": "23:55 - SQL Server service not running. Error log: access violation at 0x00007FF...\n00:10 - Restarted SQL Server service. All databases coming online.\n00:30 - DBCC CHECKDB running on all databases. No corruption detected.\n01:00 - All applications confirmed functional. Researching root cause.\n01:30 - Microsoft KB5021522 matches our symptoms. Bug in CU18, fixed in CU22.\n02:00 - Scheduled CHG0004801 to apply CU22.", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0013890", "type": "Incident", "short_description": "SQL-PROD-01: Cannot connect from AppServer-05", "description": "Application team cannot establish SQL connections from AppServer-05 to SQL-PROD-01. Other app servers connecting fine. Started after network maintenance last night.", "state": "Closed", "priority": "3 - Moderate", "category": "Network", "subcategory": "Connectivity", "opened_at": "2024-10-15 08:00:00", "closed_at": "2024-10-15 10:30:00", "resolved_at": "2024-10-15 10:15:00", "assigned_to": "David Kim", "caller_id": "Rachel Green", "close_notes": "Firewall rule for port 1433 between VLAN 20 (AppServer-05) and VLAN 10 (SQL-PROD-01) was removed during network maintenance. Rule restored. Network team updating change procedures.", "work_notes": "08:15 - Confirmed AppServer-05 cannot reach SQL-PROD-01 on port 1433. Ping works.\n08:30 - Other app servers on VLAN 15 can connect fine. AppServer-05 is on VLAN 20.\n09:00 - Traced to firewall change last night (CHG0005100). Rule removed.\n10:00 - Network team restored firewall rule. Connection successful.\n10:15 - Application team confirmed all services running.", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0015890", "type": "Incident", "short_description": "SQL-PROD-01: SA account locked out, applications failing", "description": "Multiple applications failing to connect to SQL-PROD-01. SA account appears to be locked out. Suspect brute force attempt or misconfigured application.", "state": "Closed", "priority": "2 - High", "category": "Security", "subcategory": "Access", "opened_at": "2025-03-22 06:00:00", "closed_at": "2025-03-22 09:00:00", "resolved_at": "2025-03-22 08:45:00", "assigned_to": "Sarah Williams", "caller_id": "Monitoring System", "close_notes": "SA account locked due to failed login attempts from decommissioned AppServer-02 (still had SQL connection strings). Unlocked SA, disabled AppServer-02 network access. Created ticket to migrate all apps off SA account to service accounts.", "work_notes": "06:10 - SA account locked. 47 failed login attempts in error log.\n06:30 - Source of failed logins: AppServer-02 (10.0.20.15) — supposed to be decommissioned.\n07:00 - Security team notified. AppServer-02 still powered on with old connection strings.\n07:30 - Disabled network access for AppServer-02.\n08:00 - Unlocked SA account. Applications recovering.\n08:30 - Audit: 4 applications still using SA account. Need to migrate to service accounts.", "cmdb_ci": "SQL-PROD-01" }, { "number": "CHG0004801", "type": "Change Request", "short_description": "SQL-PROD-01: Apply SQL Server 2019 CU22 hotfix", "description": "Apply SQL Server 2019 Cumulative Update 22 to address service crash bug identified in INC0011567. Scheduled for maintenance window.", "state": "Closed", "priority": "2 - High", "category": "Software", "subcategory": "Patching", "opened_at": "2024-07-10 09:00:00", "closed_at": "2024-07-14 06:00:00", "resolved_at": "2024-07-14 05:30:00", "assigned_to": "Mike Chen", "caller_id": "Mike Chen", "close_notes": "CU22 applied successfully during Saturday maintenance window. SQL Server restarted, all databases online. Verified application connectivity. No issues reported.", "work_notes": "07/10 - Change submitted for CU22 application.\n07/11 - CAB approved. Scheduled for 07/13 Saturday 02:00-06:00.\n07/13 02:00 - Started maintenance. Applications notified.\n07/13 02:30 - CU22 installation started.\n07/13 03:45 - Installation complete. SQL Server restarting.\n07/13 04:00 - All databases online. Running verification scripts.\n07/13 05:30 - All checks passed. Applications confirmed working.", "cmdb_ci": "SQL-PROD-01" }, { "number": "CHG0005100", "type": "Change Request", "short_description": "SQL-PROD-01: Increase server memory from 64GB to 128GB", "description": "SQL-PROD-01 showing consistent memory pressure during peak hours. Increasing physical RAM from 64GB to 128GB and adjusting SQL Server max server memory to 112GB.", "state": "Closed", "priority": "3 - Moderate", "category": "Hardware", "subcategory": "Memory", "opened_at": "2024-09-01 10:00:00", "closed_at": "2024-09-08 06:00:00", "resolved_at": "2024-09-08 05:00:00", "assigned_to": "Infrastructure Team", "caller_id": "Sarah Williams", "close_notes": "Memory upgrade completed. 128GB installed, SQL Server max memory set to 112GB. Buffer cache hit ratio improved from 94% to 99.2%. Query performance measurably better.", "work_notes": "09/01 - Change submitted. Memory pressure documented with PerfMon data.\n09/03 - CAB approved. Hardware ordered.\n09/07 - RAM modules received. Scheduled downtime 09/08 02:00-06:00.\n09/08 02:00 - Server powered down. RAM installed.\n09/08 03:00 - Server booted. 128GB recognized.\n09/08 03:30 - SQL Server max memory adjusted to 112GB.\n09/08 05:00 - Verification complete. Performance improved.", "cmdb_ci": "SQL-PROD-01" }, { "number": "CHG0005502", "type": "Change Request", "short_description": "SQL-PROD-01: Expand E: drive from 500GB to 1TB", "description": "E: drive on SQL-PROD-01 has had two disk space incidents (INC0012301, INC0013457). Expanding from 500GB to 1TB to prevent recurrence. Storage team to provision additional SAN LUN.", "state": "Closed", "priority": "2 - High", "category": "Hardware", "subcategory": "Storage", "opened_at": "2024-11-05 14:00:00", "closed_at": "2025-03-01 10:00:00", "resolved_at": "2025-03-01 09:00:00", "assigned_to": "Storage Team", "caller_id": "Mike Chen", "close_notes": "Finally completed after significant delays. E: drive expanded to 1TB. NOTE: This change was approved in November but not actioned until after INC0015234 (critical disk full incident in February). Process review initiated.", "work_notes": "11/05 - Change submitted. Referenced INC0012301 and INC0013457.\n11/08 - CAB approved. Assigned to Storage Team.\n11/15 - Storage Team backlogged. ETA moved to December.\n12/20 - Still pending. Escalated to storage manager.\n01/15 - No update from storage. Re-escalated.\n02/10 - INC0015234 occurred (disk full, databases offline). Emergency expansion done.\n03/01 - Formal change completed. E: drive now 1TB.", "cmdb_ci": "SQL-PROD-01" }, { "number": "CHG0006200", "type": "Change Request", "short_description": "SQL-PROD-01: Create new AnalyticsDB database", "description": "Business intelligence team requires a new database 'AnalyticsDB' on SQL-PROD-01 for their reporting data warehouse. Estimated initial size 50GB, growing to 200GB over 12 months.", "state": "Closed", "priority": "3 - Moderate", "category": "Software", "subcategory": "Database", "opened_at": "2025-01-08 11:00:00", "closed_at": "2025-01-15 16:00:00", "resolved_at": "2025-01-15 15:00:00", "assigned_to": "Sarah Williams", "caller_id": "James Wilson", "close_notes": "AnalyticsDB created on F: drive (new volume added after INC0015234). Initial size 50GB data, 10GB log. Full recovery model with hourly log backups configured. BI team granted db_datareader access.", "work_notes": "01/08 - Request received. Reviewing storage and licensing requirements.\n01/10 - CAB approved. Will use F: drive.\n01/15 - Database created. Security configured. BI team testing.", "cmdb_ci": "SQL-PROD-01" }, { "number": "CHG0006450", "type": "Change Request", "short_description": "SQL-PROD-01: Monthly Windows and SQL patching - March 2025", "description": "Regular monthly patching cycle for SQL-PROD-01. Windows Server 2019 security updates and SQL Server 2019 CU25.", "state": "Closed", "priority": "3 - Moderate", "category": "Software", "subcategory": "Patching", "opened_at": "2025-03-10 09:00:00", "closed_at": "2025-03-16 06:00:00", "resolved_at": "2025-03-16 05:00:00", "assigned_to": "Mike Chen", "caller_id": "Patch Management", "close_notes": "March patches applied successfully. Windows updates: KB5035849, KB5034763. SQL Server CU25 applied. All databases online, applications verified.", "work_notes": "03/10 - Change created for March patching.\n03/12 - CAB approved. Scheduled 03/15 Saturday 02:00.\n03/15 02:00 - Maintenance started. Applications notified.\n03/15 02:30 - Windows updates installing.\n03/15 03:30 - CU25 installing.\n03/15 04:30 - Reboot complete. All services started.\n03/16 05:00 - Verification complete.", "cmdb_ci": "SQL-PROD-01" }, { "number": "PRB0001001", "type": "Problem", "short_description": "SQL-PROD-01: Recurring disk space issues on E: drive", "description": "Three incidents related to E: drive disk space on SQL-PROD-01 within 6 months (INC0012301, INC0013457, INC0015234). Root cause analysis required. Last incident caused database outage and data loss.", "state": "Closed", "priority": "1 - Critical", "category": "Hardware", "subcategory": "Disk", "opened_at": "2025-02-11 09:00:00", "closed_at": "2025-04-01 10:00:00", "resolved_at": "2025-03-15 14:00:00", "assigned_to": "Sarah Williams", "caller_id": "Sarah Williams", "close_notes": "Root cause: combination of factors — (1) no automated disk space monitoring with proactive alerts at 70%, (2) TempDB growth unrestricted, (3) change CHG0005502 for disk expansion delayed 3 months. Fixes implemented: disk expanded to 1TB, TempDB max size set to 32GB on separate F: drive, monitoring thresholds set at 70%/80%/90%, automated log cleanup job running daily.", "work_notes": "02/11 - Problem record created after third disk space incident.\n02/15 - Timeline of all three incidents documented.\n02/20 - Root cause identified: no proactive monitoring, no TempDB limits, delayed change.\n03/01 - Disk expansion completed (CHG0005502).\n03/10 - TempDB moved to F: drive with 32GB max size.\n03/15 - Monitoring updated: alerts at 70%, 80%, 90%. Automated log cleanup configured.", "cmdb_ci": "SQL-PROD-01" }, { "number": "PRB0001150", "type": "Problem", "short_description": "SQL-PROD-01: Performance degradation due to missing index maintenance", "description": "Two incidents (INC0012890, INC0014102) caused by stale statistics and fragmented indexes. No scheduled index maintenance exists for SQL-PROD-01 databases.", "state": "Open", "priority": "2 - High", "category": "Software", "subcategory": "Database", "opened_at": "2024-12-10 10:00:00", "closed_at": "", "resolved_at": "", "assigned_to": "Mike Chen", "caller_id": "Mike Chen", "close_notes": "", "work_notes": "12/10 - Problem created linking INC0012890 and INC0014102.\n12/15 - Analysis: No automated index maintenance for any database on SQL-PROD-01.\n01/05 - Proposed weekly maintenance plan: statistics update nightly, index rebuild weekly.\n01/20 - Waiting for maintenance window approval from application owners.\n02/15 - Partial implementation: OrderDB and CustomerDB have maintenance plans. InventoryDB and AnalyticsDB still pending due to 24/7 operations concern.", "cmdb_ci": "SQL-PROD-01" }, { "number": "RITM0020001", "type": "Service Request", "short_description": "SQL-PROD-01: Grant db_datareader access to AnalyticsDB for BI team", "description": "Business Intelligence team (5 users) requires read-only access to AnalyticsDB on SQL-PROD-01 for reporting purposes.", "state": "Closed", "priority": "4 - Low", "category": "Access", "subcategory": "Database", "opened_at": "2025-01-20 13:00:00", "closed_at": "2025-01-21 09:00:00", "resolved_at": "2025-01-21 08:30:00", "assigned_to": "Sarah Williams", "caller_id": "James Wilson", "close_notes": "Created AD group SQL-PROD-01-AnalyticsDB-Readers. Added 5 BI team members. Granted db_datareader on AnalyticsDB. Users confirmed access.", "work_notes": "01/20 - Request received. Verifying with BI team lead.\n01/21 - AD group created, permissions granted, access confirmed.", "cmdb_ci": "SQL-PROD-01" }, { "number": "RITM0021500", "type": "Service Request", "short_description": "SQL-PROD-01: Request for scheduled maintenance window documentation", "description": "Change management team requesting up-to-date documentation of all scheduled maintenance windows for SQL-PROD-01, including patching schedules and backup windows.", "state": "Closed", "priority": "4 - Low", "category": "Documentation", "subcategory": "General", "opened_at": "2025-02-01 10:00:00", "closed_at": "2025-02-05 16:00:00", "resolved_at": "2025-02-05 15:00:00", "assigned_to": "Mike Chen", "caller_id": "Change Management", "close_notes": "Documentation updated in CMDB and shared wiki. Maintenance windows: Patching - 3rd Saturday monthly 02:00-06:00, Full backups - Daily 23:00, Log backups - Every 30 min, Index maintenance - Sunday 01:00-05:00 (partial - see PRB0001150).", "work_notes": "02/01 - Compiled maintenance window schedule.\n02/03 - Cross-referenced with actual SQL Agent jobs.\n02/05 - Documentation published to wiki and CMDB updated.", "cmdb_ci": "SQL-PROD-01" }, { "number": "INC0016200", "type": "Incident", "short_description": "SQL-PROD-01: Scheduled maintenance overran, applications delayed", "description": "Monthly patching maintenance window (CHG0006450) overran by 45 minutes. Morning batch jobs delayed. No data loss but SLA impact for warehouse operations.", "state": "Closed", "priority": "3 - Moderate", "category": "Software", "subcategory": "Patching", "opened_at": "2025-03-16 06:45:00", "closed_at": "2025-03-16 08:00:00", "resolved_at": "2025-03-16 07:30:00", "assigned_to": "Mike Chen", "caller_id": "Lisa Park", "close_notes": "Maintenance overran due to CU25 requiring two reboots (unexpected). Batch jobs started 45 minutes late. All completed within acceptable window. No data impact.", "work_notes": "06:45 - Warehouse team reports batch jobs not started.\n07:00 - Confirmed SQL Server still restarting after CU25 (second reboot required).\n07:15 - SQL Server online. Starting batch jobs manually.\n07:30 - All batch jobs running. 45-minute delay only.", "cmdb_ci": "SQL-PROD-01" }, { "number": "RITM0022100", "type": "Service Request", "short_description": "SQL-PROD-01: Annual server review and capacity planning", "description": "Annual infrastructure review for SQL-PROD-01. Need current capacity metrics, growth projections, and hardware refresh timeline.", "state": "Open", "priority": "4 - Low", "category": "Documentation", "subcategory": "Planning", "opened_at": "2025-04-01 09:00:00", "closed_at": "", "resolved_at": "", "assigned_to": "Sarah Williams", "caller_id": "Infrastructure Manager", "close_notes": "", "work_notes": "04/01 - Review initiated. Gathering metrics from monitoring.\n04/05 - Current state: 128GB RAM (68% avg utilization), E: 1TB (45% used), F: 500GB (22% used).\n04/10 - Growth projection: AnalyticsDB growing 15GB/month. Need to plan for additional storage by Q4.", "cmdb_ci": "SQL-PROD-01" }, { "number": "RITM0019500", "type": "Service Request", "short_description": "SQL-PROD-01: Setup AlwaysOn Availability Group for disaster recovery", "description": "Business continuity team requesting AlwaysOn AG setup for SQL-PROD-01 critical databases (OrderDB, CustomerDB, InventoryDB) with SQL-DR-01 as secondary replica.", "state": "Open", "priority": "2 - High", "category": "Software", "subcategory": "Database", "opened_at": "2025-03-25 11:00:00", "closed_at": "", "resolved_at": "", "assigned_to": "Mike Chen", "caller_id": "Business Continuity", "close_notes": "", "work_notes": "03/25 - Request received. Requires SQL-DR-01 provisioning first.\n03/28 - SQL-DR-01 specs confirmed: matching SQL-PROD-01 config.\n04/02 - SQL-DR-01 build started by infrastructure team.\n04/10 - SQL-DR-01 OS ready. SQL Server installation pending.", "cmdb_ci": "SQL-PROD-01" } ] |