Creating Service Manager Tickets

4 Creating Service Manager Tickets

You can create tickets automatically or manually. The following sections explain how to create both types:

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:

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

The Create Rule Set page appears.
Provide a Name and Description.
In the Targets tab, specify the targets for which you want tickets to be generated for events/incidents that Enterprise Manager detects.
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 .)
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
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

Manually Creating a Ticket

To manually create a ticket:

After an incident occurs, go to its incident details page by clicking on the incident message in the Incident Manager console in Enterprise Manager. The incident details page for the incident should appear, as shown in Figure 4-4.

Figure 4-4 Incident Details Page
In the Tracking section, select More, then Create Ticket.

The Create Ticket pop-up appears, as shown in Figure 4-5. The Create Ticket option is only available if there is at least one ticketing connector configured, and no prior ticket exists for the same incident.
In the Create Ticket pop-up window, select a ticket template from the Template Name list, then click OK.

Figure 4-5 Create Ticket Pop-up Window

Post-creation Advisory Information

If you have successfully created the ticket, the ticket ID appears in the Last Comment column in the Event Details for the incident. If the Web console settings are configured and enabled, the ticket ID appears as a link to the ticket page in Service Manager.
If the default templates do not provide the desired mappings, you can create custom templates to map data as desired. See Customizing Ticket Templates for additional information.