1.2 Auto Ticketing

Auto ticketing refers to creating or updating tickets automatically for any matching rule(s) in Enterprise Manager. You can define a set of event or incident rules for which tickets must be opened/updated for changes in underlying event or incident attributes. For example, changing event severity from Warning to Critical can update the associated ticket.

See the Incident Management chapter in the Oracle Enterprise Manager Administrator's Guide for more information.

After the ticket is opened, any subsequent update of the incident attributes or underlying event attributes, such as a change in underlying events severity, updates the ticket. After the incident is cleared in Enterprise Manager, the ticket is updated and you can optionally go to ServiceNow to close the ticket, or use a template that automatically closes/resolves the ticket in ServiceNow.

See Also: Automatically Creating a Ticket