8 Customizing Support Ticketing Inbound Operations

Ticketing Inbound is a new feature added in Enterprise Manager 12c. This feature synchronizes the ticket status between Service Desk and Enterprise Manager.

When a ticket or incident created by Enterprise Manager is updated manually at the Service Desk console, the new ticket status is updated in Enterprise Manager. The update at the Service Desk console triggers a notification method that calls the EM CLI utility to send the new status to Enterprise Manager.

This chapter provides the following procedures to set up the ticketing inbound feature:

• Adding a Custom Field to CASD

• Setting Up EM CLI

• Installing the Notification Script

• Setting up Status Notification

• Exporting the Notification Script Files

• Uninstalling the Customization to CASD

• Uninstalling EM CLI