Telemetry metrics have not been transmitted in more than 24 hours. You have less than 7 days to correct the issue before Relativity access is disabled

Description

This alert is triggered when the "IsOnline" Instance setting is true and the Telemetry Metrics Transmission Agent has not successfully transmitted metrics to Relativity in more than 24 hours.

Resolution Guidance

Impact When Active

Telemetry is used to collect and transmit billing data to Relativity. Metrics transmission failure can be caused by network access problems. It can also be caused by Relativity services failures on the telemetry agent server. If telemetry is not sent for 7 consecutive days, Relativity access will be disabled. If not resolved, all non-admin users could be locked out of Relativity.

How To Resolve

Does the instance have internet access?

  • If Yes:

    • Confirm that the IsOnlineInstance instance setting is set to True.
    • Ensure the Telemetry Metrics Transmission Agent is deployed in the environment.
    • Verify that the agent has access to https://update.kcura.com over port 443 (HTTPS).

  • If No:

    • Set the IsOnlineInstance instance setting to False.
    • The Telemetry Metrics Transmission Agent can be safely removed from the environment.
    • As theinstance does not have internet access, the billing data needs to be sent manually each month. To do this please export the results of the following scripts and submit them to the Relativity Billing team:
      • Billing Statistics – Users
      • Billing Statistics - Case Rollup

    You can also try..

    • If you’re still running into issues, try the the steps from here.

Alert Details

Alert Condition Details

Name Value Description
Rule Type Metric threshold
Filter Query labels.relsvr_online_instance: "Yes" 'IsOnlineInstance' instance setting is set to true
Group max last transmission hours
Threshold > 24 more than 24 hours, alert triggers
Time Window 30 min Verified data for last 30 minutes
Frequency 15 min Checks for each 15 minute

Alert Metric Details

Metric Name: relsvr.telemetry.metrics.last_transmission_hours

Metric Description: Alert triggers on when the 'IsOnlineInstance' instance setting is set to true AND when metrics have not been successfully submitted by the Telemetry Metrics Transmission Agent in more than 24 hours.

Metric Attributes:

Attribute Name Description Value
labels.name Setting Name MetricsTransmissionLastSuccessUTC
labels.relsvr_online_instance IsOnlineInstance instance setting Yes/No
labels.telemetry.metrics.last_transmission_timestamp Last transmission timestamp
labels.telemetry.metrics.lockout_timestamp Lockout timestamp