Open HelpDesk Ticket
The Open HelpDesk Ticket action type lets you define the properties with which to open help desk tickets.
casa
The Open HelpDesk Ticket action type lets you define the properties with which to open help desk tickets.
The
Details
section of the action definition contains the following fields:- SummarySummarizes the ticket details.
- DescriptionDescribes the ticket.
- Entity(Optional) Defines the name of the server or service that is used to match the ticket with a known configuration item in the help desk system. If the configuration item host name is the same as the entity name, the ticket is associated with that configuration item.
- TypeSpecifies the type of the ticket.
- TemplateSpecifies the template for the ticket.
- Require ApprovalSelect to specify that the ticket requires approval by a third party.CA SDM must be configured to use this option.
- Auto close ticket on approval/rejectionSelect to close the ticket after it is approved or rejected.CA SDM must be configured to use this option.
- Ticket TypesSelect a valid ticket type from the drop-down list. Depending on your configuration, valid types include:
- Default
- Incident
- Problem
- Request
CA SDM must be configured to use this option.
- TemplatesSpecifies the template to use to create a ticket. Select a template from the drop-down list. Depending on the ticket type selected, the form is populated with corresponding values.CA SDM must be configured to use this option.