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:
  • Summary
    Summarizes the ticket details.
  • Description
    Describes 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.
  • Type
    Specifies the type of the ticket.
  • Template
    Specifies the template for the ticket.
  • Require Approval
    Select 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/rejection
    Select to close the ticket after it is approved or rejected.
    CA SDM must be configured to use this option.
  • Ticket Types
    Select 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.
  • Templates
    Specifies 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.