4.1 Automatically Creating a Ticket

To automatically create a ticket in HP Service Manager, you need to create an incident rule that references a template from the HP Service Manager connector.

To create an incident rule to automatically create a ticket in HP Service Manager:

1. From the Enterprise Manager console Setup menu, select Incidents, then Incident Rules.
2. Click Create Rule Set.

   The Create Rule Set page appears.

3. Provide a Name and Description.
4. In the Targets tab, specify the targets for which you want tickets to be generated for events/incidents that Enterprise Manager detects.
5. Click the Rules tab.

   • For events —

     Click Create and select Incoming events or updates to events as a type of rule to create from the pop-up window, then click Continue.

     The Create New Rule wizard appears. Follow the steps to create a rule. (Refer to the "Rules" section of the Using Incident Management chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide 12c .)

   • For incidents —

     Click Create and select Newly created incidents or updates to incidents as a type of rule to create from the pop-up window, then click Continue.

     The Create New Rule wizard appears. Follow the steps to create a rule. (Refer to the "Rules" section of the Using Incident Management chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide 12c .)

6. While configuring the above rule in the Add Actions page:

   • For events —

     Enable the Create Incident check box. This makes the Create Ticket option visible. Now enable the Create Ticket check box, which displays lists to select the Connector Type, Connector Name, and Template Name as shown in Figure 4-1.

     Figure 4-1 Event Add Actions

     
     

     

     
     

   • For incidents —

     Enable the Create Ticket check box, which displays lists to select the Connector Type, Connector Name, and Template Name as shown in Figure 4-2.

     Figure 4-2 Incident Add Actions

     
     

     

     
     
7. After completing all of the wizard steps, click Save.

The following process occurs after you create the incident rule for your incidents:

• A request is sent to the HP Service Manager Connector when an incident is created due to an event that matches your rule.

• The ticket is created or updated in the HP Service Manager system.

• In Enterprise Manager, the incident annotation is updated. A comment is added to the event Detail page of the incident to indicate that a ticket was created or updated, along with the ticket ID, status, and ticket URL.

A ticket is updated if there is an existing active ticket for an incident. Figure 4-3 shows the ticket in the HP Service Manager console.

Figure 4-3 HP Service Manager Console Incident