Administration Guide › Using Rules and Actions › Rules and Actions › Use a Predefined Action Type › List of Predefined Action Types › Open HelpDesk Ticket

Open HelpDesk Ticket

The Open HelpDesk Ticket action type lets you define the properties with which to open help desk tickets.

The Details section of the action definition contains the following fields:

Summary

Summarizes the ticket details.

Description

Describes the ticket.

Entity

(Optional) Defines the name of the server or service that is used to match the ticket with a known configuration item in the help desk system. If the configuration item host name is the same as the entity name, the ticket is associated with that configuration item.

Type

Specifies the type of the ticket.

Template

Specifies the template for the ticket.

Require Approval

Select to specify that the ticket requires approval by a third party.

Note: CA SDM must be configured to use this option.

Auto close ticket on approval/rejection

Select to close the ticket after it is approved or rejected.

Note: CA SDM must be configured to use this option.

Ticket Types

Select a valid ticket type from the drop-down list. Depending on your configuration, valid types include:

• Default
• Incident
• Problem
• Request

Note: CA SDM must be configured to use this option.

Templates

Specifies the template to use to create a ticket. Select a template from the drop-down list. Depending on the ticket type selected, the form is populated with corresponding values.

Note: CA SDM must be configured to use this option.