Managing Fallout Tickets
Managing Fallouts (exceptions) with Symphona Resolve enables organizations to catch and resolve automation errors generated from Symphona Flow. The following article is an introduction to monitoring and managing Fallouts with Resolve.
Working With Fallout Tickets
To view, filter, and resolve your Fallout Tickets, follow these instructions:
- Navigate using the left side menu to Resolve > Fallout Tickets.
- On the Fallout Ticket view, you can filter by using the search bar or clicking View All Filters.
- After clicking on a Fallout Ticket in the list view, you can see greater details about the Fallout, including Process parameter values, Fallout message, issue assignee and status, and more.
- To expand the Fallout Ticket into a larger view and access additional resolution options, click on the View Full Ticket in the top right corner of the detail modal.
- Within the full ticket view, you have the ability to see similar information as you earlier saw in the side modal, but you also have access to the Action tab. When opening the Action tab, you have the ability to see a diagram of where the Process failed and perform a resolution action, either:
- Force Resolve: Closing the Fallout Ticket without taking any further action (effectively dismissing the exception).
- Retry Execution: Retrying the last step that failed (often helpful if an API call temporarily fails).
Automating Fallout Ticket Triage
To learn how to automate Fallout Ticket triage, review the Fallout Processes section of this article.
Resolving Fallout Tickets
There are two ways to resolve Fallout Tickets:
- Force Resolve: Closing the Fallout Ticket without taking any further action (effectively dismissing the exception).
- Retry Execution: Retrying the last step that failed (often helpful if an API call temporarily fails).
The following guide outlines the various ways to trigger these resolution methods.
Force Resolve
To resolve a Fallout Ticket by setting it to Forced Resolved, follow these instructions:
- Navigate using the left side menu to Resolve > Fallout Tickets.
- You can either:
- Click on the Status in the List View of the Fallout Ticket you would like to resolve and select Set Ticket to Forced Resolved
- Click on the Fallout Ticket you would like to resolve, and in the detail modal that appears, click the Change Status to Forced Resolved blue text
Note that you can similarly mark a Fallout Ticket as Forced Resolved within the Fallout Ticket Detail View or Action View.
Retry Execution
To resolve a Fallout Ticket by retrying execution, follow these instructions:
- Navigate using the left side menu to Resolve > Fallout Tickets.
- Click on the Fallout Ticket you would like to resolve, and in the detail modal that appears, click the View Full Ticket button in the top right corner.
- Click on the Action tab at the top of the Detail View.
- If needed, modify parameter values under the Execution Parameters section.
- Once ready to retry, click on the Retry Execution button.
