Create a Ticket Manually

You can create a ticket for any CA SOI alert manually under either of the following conditions:

You are not using automatic incident creation.
The alert does not satisfy the escalation policy but warrants incident creation.

Follow these steps:

Select the alert for which you want to generate a ticket in the Alerts tab of the Operations Console.
Alert information displays in the Component Detail pane. An empty Ticket ID field indicates that a ticket has not yet been created.
Right-click the alert and select Take Action.
Note: If the root cause of the alerts is the same and the situation is resolvable by one fix, then you can assign the same incident to multiple alerts

The Take Action dialog opens.
Do one of the following:
- Select an existing escalation policy action to submit the ticket.
- Click Create and create a Create Ticket action in the Escalation Action Editor dialog.
(Optional) Select the 'Use this selection as default and do not show this dialog again' check box to hide this dialog in the future and use the default action. You can toggle this option in the Preferences dialog.
Click OK.
A ticket is opened in the integrated help desk product that contains details about the alert. The ticket uses the properties specified in the create ticket action that you selected. A confirmation dialog displays the ticket ID.

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

For more information about creating alert escalation policy, see the Administration Guide.