Working with Escalation Policy › How to Create Escalation Policy › Create Escalation Actions › Create a Ticket Action

Create a Ticket Action

You can create a policy action that automatically opens a ticket in your integrated help desk product.

Consider the following situations:

• If more than one ticket action exists to create a ticket under the same conditions, CA SOI creates only one ticket. CA SOI then updates that ticket for subsequent actions.
• CA SOI can automatically close any ticket that is opened after an alert has cleared. To enable this option, see the Implementation Guide.

Follow these steps:

1. Perform one of the following actions:
   • Click New on the Actions tab of the Alert Escalation Policy Editor dialog while defining an escalation policy.
   • Select Tools, Escalation Policies and Actions, and click on the Actions tab of the Escalation Policies and Actions dialog to create an action independent of an escalation policy.
2. Select Create Ticket from the Action Type drop-down list.

   The ticket action fields appear.

3. Complete the following fields:
   • Enter an action name in the Action Name field.
   • (Optional) Enter a ticket description in the Description field.
4. (Optional) Click Add Exception Criteria to add rule-based properties. For more information, see Add Exception Criteria.
5. Click the Properties tab.
6. Select a Property Name from the drop-down list.

   The Property Value field requires you to either select an item from a drop-down list, enter an item manually, or complete a text field. The following properties are provided:

   Consider the following items:

   • You can right-click in most text fields to select expandable runtime tokens for alert details. These tokens are dynamically substituted when an action is performed on an alert.
   • If you want to use the $[USM Web View URL] token, you first enable its use.
   • If you want to use the $[Mobile UI URL] token, you first enable its use.
   • If you want to use the CI user attribute tokens, you first set the attributes. For more information about setting CI user attributes, see the Implementation Guide.
   • If you are integrating with BMC Remedy, HP Service Manager, or Universal Help Desk API, you map the help desk properties to corresponding properties. For more information, see the Implementation Guide.

   Ticket type

   Specifies the help desk ticket type, which is typically: Incident, Problem, or Request.

   Description

   Specifies a general ticket description.

   Summary

   Specifies a general ticket summary.

   Affected End User

   Specifies the customer name. The Property Value object is in the following format:

   lastname,firstname
   

   Assignee

   Specifies the name that the ticket is assigned to. The Property Value object is in the following format:

   lastname,firstname
   

   Template

   Specifies the template name that must exist in the help desk.

   Configuration Item

   Specifies an identifier for the associated CI that you can look up in the help desk product.

   Request area

   Specifies the request area name that must exist in the help desk.

   Asset

   Specifies the asset value that determines how the asset is queried in the help desk.

   Example: A value of $[DNS Name] performs a look up in the help desk using the DNS name of the CI. Other available values are $[Host Name] and $[IP Address].

   Group

   Specifies the help desk group name.

   Severity

   Specifies the ticket severity.

   Impact

   Specifies the ticket impact.

   Priority

   Specifies the ticket priority.

   Root Cause

   Specifies the ticket root cause.

   You can also add custom help desk ticket properties from the Help Desk Configuration dialog.

7. (Optional if available) Select the 'Create Object if not present' check box to create the object in the help desk if it does not currently exist.
8. Click Add.

   The new property is added to the Default Properties list.

   Note: You can edit the value for an existing property or delete a property from the Default Properties list.

9. (Optional) Repeat Steps 6-8 to add as many properties as necessary to the ticket.
10. (Optional) Click the Summary tab to view the current properties and values. Click the link for any exception on this tab to view exception details.
11. (Optional) Select the Enabled option if you want the action to be available now.
12. Click OK when you finish configuring the action.

    The action is defined, and it appears on the Actions tab. If you defined the action in an escalation policy, it is automatically added to the policy.