Ticket Handling

Tickets can be created on domain and enterprise level. The following events may result in a ticket:

A policy violation is encountered.
A software delivery job fails.
An administrator creates a ticket interactively through a pop-up menu in the context of a computer.

To avoid ticket flooding, the following rules restrict the creation of new tickets:

Only one ticket is created for each policy. A ticket is newly created when the first policy violation is encountered. For any subsequent violation of the same policy, a log is appended to the ticket.
Only one ticket is created for each software job. A ticket is newly created when the first failure of the software job is encountered. For any subsequent failure of the same software job, a log is appended to the ticket.

For more information on ticket handling see the CA Service Desk Manager documentation.