Open Tickets - Cloud Test

If you’re experiencing an issue related to a service running on the target Citrix Cloud Site that requires assistance from a Citrix Technical Support representative, administrators can access the Citrix Support Knowledge Center to open a support case/ticket. Once the issue is resolved, the support case/ticket corresponding to that issue will be closed automatically. If more number of the support cases/tickets are open on the target cloud site, it indicates that more issues impacting the service operations are yet to be resolved on the target cloud site. This in turn will adversely degrade the performance of the target cloud site and seriously impair user experience. This is why, administrators should continuously track the support cases/tickets opened on the target cloud site and initiate necessary actions to resolve the issues before they completely halt the operations on the target cloud site. The Open Tickets - Cloud test helps administrators in this regard!

This test continuously monitors the target Citrix Cloud Site and reveals the count of tickets that are currently open on the cloud site. The detailed diagnosis provided by this test reveals the details of each support case/ticket opened for issues encountered on the target cloud site.

Target of the test : A Citrix Cloud Site

Agent deploying the test : A remote agent

Outputs of the test : One set of results for the target Citrix Cloud Site.

Configurable parameters for the test
Parameter Description

Test Period

How often should the test be executed.


The IP address of the host for which this test is to be configured.


Refers to the port at which the specified host listens to.

Customer ID

When configuring the Citrix Cloud service, you should have created an API client on the cloud, so that any external program can communicate with the cloud. This API client is tied to a customer ID. The Citrix Cloud API requires this customer ID, when calling REST APIs. To get the customer ID for the API client that you have created in your environment, do the following:

  • Sign in to the Citrix Cloud administrator console.
  • Click the “hamburger menu” in the upper left corner of the console.
  • Select “Identity and Access Management” from the drop-down menu. An API Access page (see Figure 1 ) will open in the right panel. Look for the phrase , "use <customerID> as the customer parameter" in the right panel. The <customerID> displayed within that phrase (as highlighted in Figure 1) is the customer ID you need to configure the eG tests with.

    Figure 1 : Customer ID mapped to the API client

Secure Client File Path

When creating the API client on the cloud, you will be provided with an ID and a Secret for your client. Downloading this information saves a file named secureclient.csv. The eG agent uses the ID and Secret stored in this file to connect to the Citrix Cloud API. This is why, you will have to configure this test with the full path to the


Before specifying the path of the secureclient.csv file, make sure that the file is downloaded by a valid Citrix cloud user with rights to access the cloud and pull metrics on critical cloud components. To know why such a user is needed and how to create this user on the cloud, refer to theHow Does eG Enterprise Monitor the Citrix Cloud Site?topic

Proxy Host

If the eG agent communicates with the Citrix Cloud via a proxy, then specify the IP address/fully-qualified host name of the proxy server here. By default, this is set to none, indicating that the eG agent does not communicate with the Citrix Cloud via a proxy.

Proxy Port

If the eG agent communicates with the Citrix Cloud via a proxy, then specify the port at which the proxy server listens for requests from the eG agent. By default, this is set to none, indicating that the eG agent does not communicate with the Citrix Cloud via a proxy.

Region Endpoint

By default, US is chosen from this list indicating that this test will report metrics for those organizations whose users and resources are located in the United States region. Sometimes, the eG agent may collect the required metrics with a minor time delay due to the users and resources being monitored are in a different region. To avoid such time delays and to ensure end-user proximity and offer the best user experience, administrators are allowed to change the region based on where most of the users and resources are located. For instance, if the users and resources are located in the Asia-Pacific South region or approximately nearer to the Asia-Pacific South region, then, administrators need to choose 'AP-S' from this list. However, from this list, administrators are required to choose only the region that they had chosen when they signed in for the first time after onboarding their organization to the target Citrix Cloud.

Detailed Diagnosis

To make diagnosis more efficient and accurate, the eG Enterprise embeds an optional detailed diagnostic capability. With this capability, the eG agents can be configured to run detailed, more elaborate tests as and when specific problems are detected. To enable the detailed diagnosis capability of this test for a particular server, choose the On option. To disable the capability, click on the Off option.

The option to selectively enable/disable the detailed diagnosis capability will be available only if the following conditions are fulfilled:

  • The eG manager license should allow the detailed diagnosis capability
  • Both the normal and abnormal frequencies configured for the detailed diagnosis measures should not be 0.
Measurements made by the test
Measurement Description Measurement Unit Interpretation

Open tickets

Indicates the number of tickets that are open on the target cloud site.


A high value for this measure may represent that more number of issues are yet to be resolved. This may cause

Use the detailed diagnosis of the measure to know the case number and current status of support case/ticket, the details of the email to be sent to the technical representative, the date on which the ticket was opened, the date at which the ticket was updated and the name of service for which the ticket was opened.