4 Creating Service Desk Tickets

You can create tickets automatically or manually. The following sections explain how to create both types:

Automatically Creating a Ticket

Complete the following steps to automatically create a ticket:

  1. Review Chapter 5, "Using Default Templates".

  2. Select an appropriate ticket template with the desired mapping of Enterprise Manager alert fields to the Service Desk ticket fields.

  3. If you do not have a ticket template that satisfies your requirement, create one and register it. For more information, see Customizing Ticket Templates.

  4. Create a notification rule using the following steps:

    Important:

    Do not select more than one ticket template for this notification rule.

    1. From the Enterprise Manager console, click Preferences.

    2. In the left pane, under Notification, click Rules, then Create.

    3. In the Create Notification Rule General page, specify the rule name, a description, and the targets for which this rule should apply.

    4. In the Create Notification Rule Availability page, select the availability states for which you want to create tickets.

    5. In the Create Notification Rule Metrics page, select the metrics and their associated alert severities for which you want to create and update tickets.

      Ensure that you select all relevant alert severities if you want to update the ticket when the alert severity changes. For example, to open a ticket for a critical alert on the CPU Utilization(%) metric and the ticket is to be updated if the CPU Utilization(%) changes to warning or clear severity, in the notification rule select Critical, Warning, or Clear severities for the CPU Utilization(%) metric.

    6. In the Create Notification Rule Jobs page, select the jobs and the job statuses for which you want to create and update tickets.

    7. In the Create Notification Rule: Actions page, choose the ticket template from the Ticketing Template drop-down, as shown in Figure 4-1.

      See Also:

      "Configuring Notifications" in Oracle Enterprise Manager Administration

      Figure 4-1 Ticketing Template Drop-down Menu

      Ticketing Template Drop-down Menu

      The following process occurs after you create the notification rule for your alerts:

      • A notification is sent to the CA Service Desk Connector when a metric alert triggers that matches your rule. The CA Service Desk Connector creates/updates a ticket according to the ticket template as set in the notification rule.

      • The ticket is created or updated on the Service Desk Ticket system.

      • In Enterprise Manager, the alert annotation is updated. A comment is added to the Metric Details page of the alert to indicate that a ticket was created or updated, along with the ticket ID and ticket page URL (if the Web console settings are configured and enabled).

      A ticket is updated if there is an existing active ticket for an alert. Figure 4-2 shows the ticket in the Service Desk console, and Figure 4-3 shows the alert as displayed in Enterprise Manager.

      Figure 4-2 Ticket in the Service Desk Console

      Ticket in the service desk console

      Figure 4-3 Alert As Displayed in Enterprise Manager

      Alert as displayed in Enterprise Manager

Manually Creating a Ticket

Perform the following steps to manually create a ticket:

  1. After a metric alert occurs, go to its alert details page by clicking on the alert message in the Enterprise Manager console. The alert details page for the alert should appear, as shown in Figure 4-4.

    Figure 4-4 Metric Alert Details Page

    Metric Alert Details Page

  2. Click the Create/View Ticket link in the Actions section.

    The Create Ticket page appears if no active ticket exists for the alert.

  3. Select a ticket template and then click Submit, as shown in Figure 4-5.

If you do not see the desired template, you can register one using the emctl command. See Registering Ticket Templates.

If creating or updating the ticket is successful, the ticket ID appears in the Last Comment column of the Alert History table for the metric alert.

If the Web console settings are configured and enabled, the ticket ID appears as a link to the ticket page in Service Desk.

Note:

You cannot manually update the ticket using the CA Service Desk Connector. You need to manually update the ticket in Service Desk for any subsequent alert severity change, or you can include the metric in a notification rule.

Figure 4-5 Create Ticket Page

Create Ticket Page