Integrating with Other Help Desk Products › How to Work with Configured Help Desk Integrations › Review Automatic Ticket Creation Considerations

Review Automatic Ticket Creation Considerations

You can configure automatic ticket creation when a CA SOI alert is generated. Configure automatic ticket creation in any of the following ways:

• Configure global alert escalation policy with a create ticket action.
• Configure nonglobal alert escalation policy for a service or alert queue with a create ticket action.
• Update existing policy to add a create ticket action.

For more information about creating and implementing alert escalation policy, see the Event and Alert Management Best Practices Guide.

When automatic ticket creation is correctly configured, a ticket is automatically created after an alert is generated that matches the escalation policy criteria. Monitor the Alerts tab of the Operations Console Contents pane for new alerts and automatic ticket generation.

Note: It may take up to a minute after an alert is generated for the ticket to be created and reflected in CA SOI.

After the ticket is created, the following displays in the CA SOI alert:

• The Ticket ID field is populated with the new ticket number.
• The Ticket ID field is also populated with a context-sensitive link to start the integrated help desk product and display the created ticket for the alert.

(CA Service Desk only) You can also automatically create CA Service Desk announcements in the same ways that you create tickets with a create announcement action.