Case study
Enterprise Bank Automation: 1.9M Duplicate Tickets Cleared
How SquareShift automated incident operations for an enterprise bank and cleared 1.9 million duplicate tickets created by a monitoring platform flaw.
A top-tier US financial institution operating at enterprise scale under strict regulatory compliance.
It ran a single monitoring platform spanning cloud and on-premises systems, where a software flaw had generated roughly 1.9 million duplicate tickets.
Duplicate tickets cleared through automated deduplication. Creation, deduplication, and closure sync now run end to end. Asset metadata now stamps automatically onto every incoming alert.
Key servicesHow SquareShift delivered it.
The challenge
A top-tier US financial institution ran a single monitoring platform spanning its cloud and on-premises systems. A flaw in that platform generated roughly 1.9 million duplicate tickets, burying the operations team in noise it had to clear by hand.
Alerts also arrived stripped of context — analysts had to manually cross-reference an external database during every triage, on top of reconciling alerts that came in through multiple, disconnected platforms. Sync failures elsewhere in the stack threatened to block data ingestion entirely.
What we delivered
SquareShift engineered a unified, five-pipeline communication loop that queries incoming alerts, aggregates the data, and handles updates end to end — replacing the manual reconciliation work outright.
Centralized data policies now inject server, environment, and ownership metadata directly into the operational feeds as they arrive, so context travels with the alert instead of living in a separate database. Durable buffering queues and fallback rules keep ingestion running even when a downstream platform has an outage.
The payoff
Incident creation, deduplication, real-time updates, and closure sync now run automatically end to end, clearing the backlog of roughly 1.9 million duplicate tickets that had built up.
Metadata now stamps onto every incoming log, metric, and trace the moment it arrives, and sync failures no longer put data ingestion at risk — the platform holds up under multi-node load without manual intervention.
A flood of duplicate tickets isn't a volume problem, it's a missing-context problem. Stamp the metadata at ingestion, and deduplication stops being a triage chore and becomes automatic.
Platform & Software Engineering Practice Lead, SquareShift
Where this work sits