Customizing Asset Management › Policies › Duplicate Ticketing Policy

Duplicate Ticketing Policy

CA Service Desk Manager implements duplicate handling based on the policy that each ticket relates to. The CA Service Desk Manager administrator can configure the following behavior based on the problem type:

Ignore the Duplicate Ticket

Ignores and discards the duplicate tickets when more than one ticket is created for the same policy.

Create a new ticket

Creates a new ticket each time a policy is violated

Append the existing ticket with a log comment

Appends the log comment in the first ticket with the description in the second one. When a policy is first violated, CA Service Desk Manager creates a ticket for the policy violation and for the subsequent occurrences it just appends a log comment to the first ticket.

Create a child ticket

Creates a child ticket if a ticket for the policy violation is already available.

Note: Each time a managed asset violates or no longer violates a policy, a service desk ticket is created for that asset. However, if a policy is re-evaluated and the violation state of the asset is unchanged, no new ticket is created.