Duplicate Ticketing Policy
CA SDM implements duplicate handling based on the policy that each ticket relates to. The CA SDM administrator can configure the following behavior based on the problem type:
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CA SDM implements duplicate handling based on the policy that each ticket relates to. The CA SDM administrator can configure the following behavior based on the problem type:
- Ignore the Duplicate TicketIgnores and discards the duplicate tickets when more than one ticket is created for the same policy.
- Create a new ticketCreates a new ticket each time a policy is violated
- Append the existing ticket with a log commentAppends the log comment in the first ticket with the description in the second one. When a policy is first violated, CA SDM creates a ticket for the policy violation and for the subsequent occurrences it just appends a log comment to the first ticket.
- Create a child ticketCreates a child ticket if a ticket for the policy violation is already available.
Each time a managed asset violates or no longer violates a policy, a service desk ticket is created for that asset. However, if a policy is re-evaluated and the violation state of the asset is unchanged, no new ticket is created.