Create Tickets from CA UIM Alarms

CA Cloud Service Management incidents can be created manually or automatically from alarms generated by CA UIM.
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CA Cloud Service Management incidents can be created manually or automatically from alarms generated by CA UIM.
If a CA Cloud Service Management ticket that is associated with an alarm is closed, the related alarm is also closed.
You can see the relationship between alarms and tickets by using the ID numbers in each. UIM alarms contain the SD Ticket number in the Details window (double-click on an alarm in the Alarm Console to open the Details window). CA Cloud Service Management tickets contain the Alarm ID in the Additional Information tab.
 
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Automatically Create Tickets from Alarms
Typically when CA Cloud Service Management is configured it is set up to automatically create incidents from CA UIM alarms.
Manually Create an Incident from an Alarm
You can manually create a CA Cloud Service Management incident from an alarm (event) in the Alarm Console. This allows you to easily assign the alarm to the appropriate workflow in CA Cloud Service Management.
 
To manually create an incident from an alarm
 
  1. Right-click on the alarm in the Alarm Console and choose Assign from the popup menu.
  2. Click nimsoft_service_desk in the Assign To dialog.
  3. Click Assign.
My Tickets
My Tickets offers a flexible display where you can view basic information about your CA Unified Infrastructure Management CA Cloud Service Management tickets. My Tickets displays a subset of the data available in the CA Cloud Service Management and has a subset of the functionality. Unlike the CA Cloud Service Management, My Tickets can be displayed on the same page as other portlets, allowing you to view your tickets alongside other key data for your organization.
The main view displays the Requests List, a table listing information about your tickets. From the Requests List you can click on a ticket to open it and view information about the ticket, add Work Log notes, or add attachments to the ticket.
User Types
There are three types of users of CA Cloud Service Management and My Tickets:
  •  
    Self Service Users
    Self service users are the end users who request IT support services. A self service user has limited interaction with CA Cloud Service Management and My Tickets, using them mainly to submit requests and monitor the progress of their requests.
  •  
    CA Cloud Service Management Agents
    CA Cloud Service Management agents are the providers of IT support services. CA Cloud Service Management agents, supervisors, and managers use CA Cloud Service Management extensively to submit requests on behalf of end users across the organization and to track and monitor resolution and closure of requests.
  •  
    CA Cloud Service Management Application Administrators
    CA Cloud Service Management administrators are responsible for establishing the IT support process flow and setting up CA Cloud Service Management to deliver IT support according to their organization's requirements. Administrators set up CA Cloud Service Management records and workflows and use CA Cloud Service Management to ensure that IT support standards are met.
Requests List
The Requests List contains a table that displays information about tickets. The information displayed varies depending on the type of user you are. Self service users can toggle between viewing only the tickets they submitted and viewing all tickets for their organization. Agent and administrator users see tickets they submitted, tickets assigned to them, or tickets assigned to a group they are a member of.
Also, agent and administrator users see more columns in the Requests List table than self service users.
Click a column header to sort the table by that column.
Click on any row to open the ticket.
Viewing Tickets
You can open a ticket to view more information. Agent and administrator users see more information in the ticket than self service users.
From the ticket you can add a Work Log note or an attachment. To perform other actions, such as submitting new requests, performing searches, exporting data, printing tickets, or relating configuration items to the request, use the CA Cloud Service Management.
 
To view a ticket
 
Click on any row in the Requests List to open a ticket.
You can open only one ticket at a time. If you click on a row and the ticket is not displayed, check to see whether you already have a ticket window open.
 
Add a Note to a Ticket (Self Service Users)
Self service users can add a note to the Work Log for a ticket. Notes can be used to provide additional information about the issue or to communicate with the person who is working on the ticket.
 
Follow these steps:
 
  1. Click on the ticket in the Requests list that you want to add the note to.
    The Modify Request window opens.
  2. Scroll to the Work Log Information section.
  3. Enter the note in the Description field.
  4. Click Update.
The note is added to the ticket and is listed in the table in the Work Log Information section as a Client Note. Depending upon how CA Cloud Service Management is configured at your company, the person assigned to work on your request may be notified that you have updated the request.
Add an Attachment to a Ticket
You can add an attachment to a ticket. This can be used to include images of error messages, data files, and so on. The maximum size for attachments is 3 MB. Once you add an attachment you cannot delete it.
 
Follow these steps:
 
  1. Click on the ticket in the Requests list that you want to add the attachment to.
    The Modify Request window opens.
  2. Scroll to the Attachments section.
  3. Enter information in the Name and Description fields.
  4. Click Browse and select the file you want to attach.
  5. Click Upload.
    The attachment is added to the ticket and is listed in the table in the Attachments section. You can view any attachments in the table by clicking on the row in the table.
Add A Work Log Item to a Ticket (Agent or Admin Users)
Agent or administrator users can add a work log item to a ticket.
 
Follow these steps:
 
  1. Click on the ticket in the Requests list that you want to add the note to.
    The Modify Request window opens.
  2. Scroll to the Activity Information section.
  3. Enter information about the item in the Description field.
  4. Select a Worklog Type from the drop-down menu.
  5. Select Yes or No for the Client Viewable field depending on whether you want the client to be able to see the item.
  6. Enter the number of minutes in the Time Spent field that you spent doing the item.
  7. Click Update.
The item is added to the ticket and is listed in the table in the Activity Information section. If you selected Yes for the Client Viewable field, self service users will see the item in the Work Log Information table of the ticket.