Ticketingusers.cis.fiu.edu/~sadjadi/Teaching/IT Automation/KAS201...T i c k e t i n g 364 Chapter 8...

Ticketing

Table of Contents:

◊ ManageTickets◊ ConfigureTicketing

Ticketing

362 Chapter 8 - Ticketing Sadjadi et al.

Whiledeployedagentsprovideextremelyuseful information regarding thestateofallmanagedmachine,facilitating regular automated system maintenance tasks, any IT Support must still perform sporadicmaintenancetasks,basedonrandomuserrequestsanddailyseverproblemsreportedbyagents.Inaddition,allsuchtasksmustbeperformedinamannerthatminimizesoveralldisruptionsintheworkenvironment.However, the large number ofmanagedmachines and users, and different levels of severity associatedwith reportedproblems rendersad-hoc respondapproachesas inefficientandunsustainable.Withoutanautomatedsystemtoorganizeandprioritizeusersupportrequests,theusersupporttasksbecometediousandunmanageable.Inaddition,relyingonemailorevenphonecallsasthecommunicationmediumbetweentheuserandmaintenance technicianscreatesanunorganizedenvironmentwhere thenumberofservicerequests greatly exceeds the technicians’ capacity to handle the requests. A well-organized IT supportenvironmentnotonly requiresanautomated ticketingsystem tokeep requestsorganizedandprioritized,andtodocumenttheprogresstowardsthecompletionofeachrequest,italsorequiresfullintegrationofsuchticketingsystemwiththeunderlyingITmanagementplatform.Thisisneededtostreamlineenduserrequests,andmanageSLA’sandserveruptimesmoreefficiently.

KaseyaintegratedhelpdeskandticketingsystemtosupporttheITsupportpersonnelwiththetoolstheyneedtotrackandresolveissuesquickly.TheTicketingmodulemanagesanddocumentsservicerequestsusingtickets.Aticketiscreatedwhenanissueisreportedbytheuserisupdatedtoreflecttheprogressinresolvingtheissue.TheticketingsystemautomaticallynotifiesdesignatedVSAusersandticketsubmittersbyemailforsuchsystemeventsasticketcreation,changes,orresolutions.ThesystemorganizesticketsbymachineID,groupID,organizationID,departmentID,orstaffID.Inaddition,itisrecommendedtocreatea“generic”organizationinSystem>Managetoholdticketsofaglobalnature,suchasgeneralnetworkproblems.

Thissectionwillcoverthefollowingfunctionprovidedbytheticketingsystem.

Functions Description

ViewSummary Listsalltickets.Eachrowdisplayssummarydataforasingleticket.

Create/View Createnewtickets,oraddormodifynotesinexistingtickets.

Delete/Archive Permanentlydeleteticketsormoveticketsintoarchivalstorage.

MigrateTickets MigrateTicketingticketstoandfromServiceDesktickets.

NotifyPolicy DeterminewhenemailnotificationsaresentoutbytheTicketingmodule.

AccessPolicy Determinewhocaneditand/ordisplayfieldsintickets.

AssigneePolicy Createpoliciestoautomaticallyassignuserstoaneworexistingticket.

DueDatePolicy Definedefaultduedatesfornewticketsbasedonfieldvaluesandemailsubjectlines.

Introduction

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363Chapter 8 - Ticketing Sadjadi et al.

EditFields Define,modify,orcreateticketfieldsusedtoclassifytickets.

EmailReader SetupautomaticpollingofaPOP3emailservertogener-atenewticketentries.

EmailMapping DefinedefaultfieldvaluesfornewticketsreceivedusingtheEmailReader.

8.1.1 View SummaryTheView Summarypagelistsalltickets.Eachrowdisplayssummarydataforasingleticket.Newtickets,ornewnotesinexistingtickets,areclearlyhighlightedinoneoftwoways.

• By Date-Ticketswithnewnotesenteredinthelast1dayarehighlightedinred.Newnotesenteredinthelast7daysarehighlightedinyellow.YoucanadjustthesetimesandcolorsbyclickingtheChangeHighlightlink.

• Read Flag-Eachticketisflaggedtoindicateiftheuserhasviewedallthenotesintheticket.Onceviewed,theticketismarkedasreadusingtheicon.Ifanotheruseroruseraddsormodifiesanote,theflagisswitchedbacktounreadforyou,showingtheicon.

Filtering

Thelistofticketsdisplayeddependsonseveralfactors:

• ThelistdisplayeddependsonthemachineID/groupIDfilterandmachinegroupstheuserisautho-rizedtoview.

• Youcanfurthersortandfilterlistedticketsbyselectingvaluesinthefielddrop-downlists.

• Searchdoesnotdisplayanyticketsifnotescontainnoneofthewordsbeingsearchedfor.

MachineusersonlyhaveaccesstoticketsfortheirownmachineIDusingPortalAccess.

AssigneesTheassigneelistdisplayedinViewSummaryandCreate/Viewisbasedonthescopeofthecurrentlyloggedonuser.TicketingassignmentintheTicketingmodulealwaysallowsyoutoseemasterusers,regardlessofyourroleorscope.

Fig.8.1belowshowsthegenericviewoftheViewSummarypage.Thefunctionssupportedonthispagearelistedandexplainedonthenextpage.

8.1 Manage Tickets

Ticketing


1. Open Tickets, Past Due, Closed Tickets, Total Tickets: Showsthenumberofticketsopen,pastdue,closed,andtotalforallticketsmatchingthefilteringcriteriadescribedabove.

2. Search: Searchrestrictsthelistofticketstoonlyticketscontaininganyofthewordsorphrasesinthesearchstring.Encloseaphraseindouble-quotes(“).SearchexaminestheticketSummaryline,submitterName,submitterEmail,submitterPhone,oranyoftheNotes.Includeanasterisk(*)wildcardwiththetextyouentertomatchmultiplerecords.ClickinganyoftheticketSummarylinksinthepagingareadisplaysthedetailsofthatticketusingtheViewTicketpage.WordsintheticketnotesmatchinganySearchwordarehighlighted with a green background.

3. <last 10 searches>: Thedrop-downlistbelowtheSearchboxliststhe<last10searches>youhavemade.Selectinganyitemfromthelistautomaticallyre-searchesforthosewords.

4. Sort: Clickeitherascendingordescendingtosortticketsbytheselectedcolumn.

5. Fields: Allowseachusertoorganizethecolumnsdisplayedinthetable.ClickingFieldsopensadialoginanewbrowserwindow.There,youcanselectwhichcolumnstoshoworhideandalsotheorderinwhichcolumnsaredisplayed.Youcanshow/hideanyofthefollowingcolumns:

• ID-UniqueIDnumberautomaticallyassignedtoeachticket.

• Machine ID-Theticketappliedtothismachine.

• Assignee-Nameoftheuserresponsibleforsolvingthisproblem.

• Category-Typeofproblemthisticketdiscusses.

• Status-Open,Hold,Closed

• Priority-High,Normal,Low

• SLA Type-ServiceLevelAgreementtype

• Dispatch Tech-Yes,No

• Approval-Required,NotRequired

• Hours Worked-Hoursworked,indecimalformat.

• Last Modified Date-Lasttimeanynotewasaddedtothisticket.

• Creation Date-Timewhentheticketwasfirstentered.

Fig. 8.1: View Summary

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• Due Date-Ticketduedate.

• Resolution Date-Datetheticketwasclosed.

• Submitter Name-Personwhosubmittedthisticket:user,username,ormachineID.

• Submitter Email-Thesubmitteremailaddress.

• Submitter Phone-Thesubmitterphonenumber.

Note: The last 6 items above are not shown in the figure.

YoucanalsoselectadditionalcustomfieldsyouhavepreviouslycreatedusingTicketing > Edit Fields.

6. Automatically submit on field changes / Submit: IfAutomatically submit on field changes ischecked,thentheView SummarypageredisplaysassoonasasinglefieldintheList Fields Filterischanged. Ifblank, thenyoucanchangeseveralof theList Fields Filteratonetime.TheViewSum-ViewSum-marypagewon’tredisplayuntilyouclickSubmit.

7. List Fields Filter: EachfieldoftypeListsuchasCategory,Status,orPriority areshownasse-lectabledrop-downlists.Selectingvaluesfromoneormoreofthesedrop-downlistsfiltersthepagingareatodisplayonlythoseticketsmatchingtheselectedvalues.CustomListfieldsarecreatedusingTicketing >Edit Fields.

8. Mark All Read: Clicktomarkallticketsasread.Readticketsdisplayaicon.Anychangesornoteadditionsinsertedbyotherusersresetthetickettounread.Unreadticketsdisplayaicon.

9. Set Field: UseSet Fieldtochangemultiplefieldvaluesonmultipleticketsatonce.Checktheboxforalltheticketsyouwishtochangeafieldvaluefor.ThenclickSet Field adialogboxdisplaysthatenablesyoutosetanewvalueforanyofthefields.

10. Merge: Tomergetickets,checktheboxforanytwoticketslisted,thenclicktheMerge button.Theresultingmergedticketcontainsallthenotesandattachmentsfrombothtickets.Youareaskedwhichfieldvaluesyouwishtouseintheticketforallfieldvaluesthataredifferentbetweenthetwotickets.

11. Change Highlight: ClickChangeHighlight tosetand/ormodify rowhighlightingbasedondate.Highlightticketsintwoways.Ticketswithadatewithin1dayofthecurrenttimearehighlightedinred.Ticketswithadatewithin7daysarehighlightedinyellow.Youcanindependentlyadjustboththenumberofdaysandthehighlightcolor.Todisablehighlightingbydate,seteachnumberofdaystozero.Thehighlightdatemaybelastmodifieddate,duedate,orcreationdate.

Data TableEachrowofthetablelistssummarydataforasingleticket.

• Todisplaythedetailsoftheticketinanew windowclickthenewwindowicon.Hoveringthemousecursorovertheiconofaticketdisplaysapreviewwindowofthelatestnotesforthatticket.Usethistoquicklyreviewticketsinyourqueue.

• Todisplaythedetailsoftheticketinthesame windowclickthesummarylinelink.

• Totogglethestatetoreadclick.

• Totogglethestatetounreadclick.

Ticketing


8.1.2 Create / ViewTheCreate/Viewpage(Fig.8.2)createsnewtickets,oraddsormodifynotesinexistingtickets.

1. Ticket ID:EnterticketIDtoview.Createanewticketbyenteringasummary,newnote,andassign-ingthetickettoamachineIDorgroup.

2. Associate ticket with:AllticketsmustbeassignedtoeitheradepartmentID,groupID,machineID,organizationIDorstaffID.

3. Summary:Enterashortdescriptionoftheproblem.Allticketsrequireasummary.

4. Submitter Information:TheSubmitterfieldsarepopulateddependingonthemachineIDthatwasselectedinoption2above,thesubmitterUserName,UserEmailandUserPhonefieldsarepopulatedwithcontactdatamaintainedforthismachineIDusingAgent >EditProfile.Thisinformationcanbeup-.Thisinformationcanbeup-datedifneedbe.IfanythingotherthanmachineIDwasselectedinoption2,thesesubmitterfieldscanbefilledinmanually,ifapplicable.IfaticketwascreatedbyanincomingemailusingTicketing >EmailReader,theSubmitterEmailfieldispopulatedwiththesender›semailaddress.

5. Classify tickets:Classifytheticketusingthebuilt-inListtypefields,suchasAssignee,Catego-ry,Status,andPriority.YoucanalsoclassifytheticketusingadditionalListtypefieldsthathavebeencreatedforticketsusingTicketing > Edit Fields.

6. Notes:EnterdetailsoftheproblemintheNotes editbox.ClicktheNote Size linktochangethenumberofrowsavailableforyournotetext.

7. Supress Email Notification:Check theSuppress email notification checkbox if youdon›twantemailrecipients,eitherVSAusersormachineusers,tobenotifiedabouttheticket.Inmostcasesyou›llwanttoleavethisblank.

8. Supress automatic note creation:ChecktheSuppress automatic note creationcheckboxifyoudon’twantanotetobeaddedautomatically.Thisoptionishiddenbydefault.

9. New Hidden: ClickNew HiddentocompletethecreationofthetickettonotifyonlyVSAusersbyemail.Usehiddennotestorecorddataoranalysisthatmaybetoodetailedorconfusingtomachineus-ersbutusefultootherVSAusers.

Fig 8.2: Create/View

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8.1.3 Delete ArchiveTheDelete/Archivepagedeletesoldtickets,ordeletesticketsinaparticularcategoryorstatus.Youmayreachthepointwhereyoursystemhassomanyoldticketsthattheyareclutteringupsearcheswithobsoletedata.

Archiving TicketsInadditiontodelete,youcanalsoarchivetickets.Archivedticketsstayinthedatabasebutaremovedtoseparatetables.Usearchivetomoveobsoleteoroldticketsoutoftheactivedatabasewithoutdeletingthemfromthesystem.Youcanalwaysmoveticketsbackandforthbetweentheactivedatabasetableandthearchivedatabasetable.

FilteringThelistofticketsdisplayeddependsonseveralfactors:

• ThelistdisplayeddependsonthemachineID/groupIDfilterandmachinegroupstheuserisautho-machineID/groupIDfilterandmachinegroupstheuserisautho-andmachinegroupstheuserisautho-rizedtoview.

• Youcanfurthersortandfilterlistedticketsbyselectingvaluesinthefielddrop-downlists.

• Searchdoesnotdisplayanyticketsifnotescontainnoneofthewordsbeingsearchedfor.

• MachineusersonlyhaveaccesstoticketsfortheirownmachineIDusingPortalAccess.

• UsetheHideticketslastmodifiedaftercontroltoonlydisplayticketsearlierthanacertaindate.

Fig.8.3belowshowsthegenericviewoftheDelete/Archivepage.Theoptionssupportedonthispagearelistedandexplainedbelow.

1. Open Tickets, Past Due, Closed Tickets, Total Tickets: Showsthenumberofticketsopen,pastdue,closed,andtotalforallticketsmatchingthefilteringcriteriadescribedabove.

2. Search:Searchrestrictsthelistofticketstoonlyticketscontaininganyofthewordsorphrasesinthesearchstring.Encloseaphrase indouble-quotes(«).SearchexaminestheticketSummary line,submitterName,submitterEmail,submitterPhone,oranyoftheNotes.Includeanasterisk(*)wildcardwiththetextyouentertomatchmultiplerecords.ClickinganyoftheticketSummarylinksinthepagingareadisplaysthedetailsofthatticketusingtheViewTicketpage.Wordsintheticketnotesmatching

Fig. 8.3: Delete/Archive

Ticketing


anySearchwordarehighlightedwithagreenbackground.

3. <last 10 searches>:Thedrop-downlistbelowtheSearcheditboxliststhe<last10searches>youhavemade.Selectinganyitemfromthelistautomaticallyre-searchesforthosewords.

4. Sort:Clickeitherascendingordescendingtoorderticketsbytheselectedcolumn.

5. Fields: Allowseachusertoorganizethecolumnsdisplayedinthetable.ClickingFieldsopensadialoginanewbrowserwindow.There,youcanselectwhichcolumnstoshoworhideandalsotheorderinwhichcolumnsaredisplayed.Youcanshow/hideanyofthefollowingcolumns:

• ID-UniqueIDnumberautomaticallyassignedtoeachticket.

• Machine ID-Theticketappliedtothismachine.

• Assignee-Nameoftheuserresponsibleforsolvingthisproblem.

• Category-Typeofproblemthisticketdiscusses.

• Status-Open,Hold,Closed


• SLA Type-ServiceLevelAgreementtype

• Dispatch Tech-Yes,No

• Approval-Required,NotRequired

• Hours Worked-Hoursworked,indecimalformat.

• Last Modified Date-Lasttimeanynotewasaddedtothisticket.

• Creation Date-Timewhentheticketwasfirstentered.

• Due Date-Ticketduedate.

• Resolution Date-Datetheticketwasclosed.

• Submitter Name-Personwhosubmittedthisticket:user,username,ormachineID.

• Submitter Email-Thesubmitteremailaddress.

• Submitter Phone-Thesubmitterphonenumber.

Note: The last 5 items above are not shown in the figure.

6. Automatically submit on field changes / Submit: IfAutomatically submit on field changes ischecked,thentheViewSummarypageredisplaysassoonasasinglefieldintheListFieldsFilterischanged. Ifblank, thenyoucanchangeseveralof theListFieldsFilteratone time.TheViewSum-marypagewon›tredisplayuntilyouclickSubmit.

7. Hide tickets last modified after / Set:Set thedateandtimeof thiscontrol toonlydisplaytick-etsearlierthanacertaindate.

8. Archive: Select one or more tickets and click theArchive button.Archived tickets stay in thedatabasebutaremovedtoseparatetables.Usearchivetomoveobsoleteoroldticketsoutoftheactivedatabase withoutdeletingthemfromthesystem.Youcanalwaysmoveticketsbackandforthbetweentheactivedatabasetableandthearchivedatabasetable.

9. Display archived tickets instead of active tickets / Restore: ChecktheDisplay archived tickets instead of active ticketscheckboxtosearchandexaminethearchivedtickets.Youcanmovetickets

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backtotheactivetablehereusingtheRestorebutton.

8.1.4 Migrate TicketsAslabeledinFig.8.4,theMigrate Ticketspageperformstwotasks:

1. MigratesselectedticketsintotheServiceDesk.

2. ImportsServiceDeskticket(XMLformat)intotheTicketing.

Migrating Tickets from Ticketing into Service DeskThepagingareaofMigrateTicketsdisplaysalltheticketsvisibletoyouintheTicketing > View Summarypage.

1. Selecttheticketsyouwanttomigrateinthepagingarea.ClickSelect Alltoselectalltickets.

2. ClickMigratetomigratealltheselectedticketsintoServiceDesk.

Importing Service Desk Tickets into Ticketing

1. Export selected tickets inServiceDesk toanXML fileonyour localmachineornetwork, usingtheExportbuttoninService Desk >Tickets.

2. ClickImportinTicketing >MigrateTicketsandselecttheXMLfileyoucreatedinstep1above.

8.2.1 Notify PolicyTheNotify PolicypagedetermineswhenemailnotificationsaresentoutbytheTicketingmodule.Multiplepoliciescanbedefinedforeachmachinegroup,byclickingtheAddbuttoninsteadoftheUpdatebutton.Thisletsyouspecifydifferentemaillistsfordifferentticketingevents.Forexample,youmaywishtosendemailalertstoagroupofusersforticketcreationsandnoteadditions,butsendemailtoadifferentlistofusersforoverduetickets.

Fig. 8.4: Migrate Tickets

8.2ConfigureTicketing

Ticketing


Tobesentemailnotificationforaticketingevent:

• Checktheboxtotheleftofeachticketingeventyouneedtobenotifiedabout.

• EnteracommaseparatedlistofemailaddressintheEmailListeditbox.

• ChecktheboxtotheleftofallgroupIDsyouwishtoapplythisnotificationpolicyto.

• ClicktheUpdateorAddbutton.

From AddressTheFrom addressusedbyticketnotifications isbasedontheEmailReaderaddress, ifoneisdefined. IfanEmail Reader hasnotyetbeendefinedthentheFrom addressinSystem > Outbound Email isused.

Fig.8.5belowshowsthegenericviewoftheNotifyPolicypage.Thefunctionssupportedonthispagearelistedandexplainedbelow.

1. Notification Type Checkboxes: Thelistofcheckboxesbelowdescribeswhentheticketingsystemsendsanemailnotificationtoallemailrecipientsintheemaillist.

• Ticket Creation-Ifchecked,anemailissentatthetimeofticketcreation.

• Modify/Add Note-Ifchecked,anemailissentwhenanynoteisaddedorchangedtoaticket.

• Overdue Ticket-Ifchecked,anemailissentwhenaticketpassesitsduedatewithoutbeingclosed.

• Edit Summary-Ifchecked,anemailissentwhenanyonechangesthesummarylineforaticket.ClickFormattoedittheformatforthisemailnotification.

• Send auto response to emails creating new tickets-Ifchecked,anautomatedreplymessageissentouttothepersonthatsentinanemailthatgeneratedanewticket.Automatedresponseemailsgiveyourusersanacknowledgementthattheirrequesthasbeenreceivedandprocessedbythesys-tem.CreatingticketsbasedoninboundemailsareconfiguredusingEmailReaderandEmailMapping.ClickFormattoedittheformatforthisemailnotification.

• Assignee Change-Ifchecked,anemailissentwhenaticketisassignedtoadifferentuser.ClickFor-mattoedittheformatforthisemailnotification.

• Field Change - If checked, anemail is sentwhenanyonechangesany custom field in a ticket.ClickFormattoedittheformatforthisemailnotification.

• Due Date Change - Ifchecked,anemail issentwhenanyonechanges theduedateofa ticket.ClickFormattoedittheformatforthisemailnotification.

Fig. 8.5: Notify Policy

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• Notify Ticket Submitter when note added - If checked, an email is sent to the email addressenteredfortheticketsubmitter,inadditiontotheemaillistforallemailnotificationmessages.

• Include all public notes in Modify/Add notification-Ifchecked,allnotesforaticketareincludedwhenaModify/AddNotemessageissentout.

• Received email alerts always sent to assignee-Ifchecked,anemailissenttotheticketassignee,wheneveranewnoteiscreatedforaticket,eveniftheassigneeisnotonthenotificationemaillistforthisgroupID.

2. Machine Group: Listsmachinegroups.AllmachineIDsareassociatedwithagroupIDandoption-allyasubgroupID.

3. Enable Events TMOAFEDNIRS: Identifies the ticketing events that trigger email notification ofemailrecipientslistedintheEmailListcolumn.

4. Email List: ThelistofemailrecipientsnotifiedbyselectedticketingeventsforthisgroupID.

8.2.2 Access PolicyTheAccess Policypagedetermineswhocaneditand/ordisplayfieldsintickets.Independentpoliciescanbesetforeachuserroleandforallmachineusers.MachineusersonlyseeticketsassignedtotheirmachineID.Non-masterroleusersonlyseeticketsforscopestheyareauthorizedtoaccess.

Fig.8.6belowshowsthegenericviewoftheAccessPolicypage.Thefunctionssupportedonthispagearelistedandexplainedbelow.

1. Users:Selectuserorusergroup:Beforesettinganyotherpolicyoptions,select<Users>,meaningallmachineusers,orauserrolefromthedrop-downlist.

2. Access Rights: Thefollowingaccessrightsapplytoallmachineusersortoaselecteduserrole,asspecifiedusingSelectuserorusergroup.

• Enable ticket delete-Ifchecked,theselecteduserrolecandeleteentireticketsusingtheDelete/Archivepage.

• Enable ticket edit to modify or remove notes or modify summary line (Adding new notes is al-

Fig. 8.6: Access Policy

Ticketing


ways enabled)-Ifchecked,theselecteduserrolecaneditexistingnotesormodifythesummaryline.

Note: Adding new notes is always enabled for all user groups

• Enable associate ticket with editing-Ifchecked,enablestheselecteduserroletoeditthemachineIDorgroupassociatedwithaticket.

• Enable submitter information editing-Ifchecked,enablessubmitterinformationtobeedited.

• Enable due date edit when editing trouble tickets-Ifchecked,theselecteduserrolecanmodifytheticketduedate.

• Enable suppress email notifications when editing trouble tickets-Ifchecked,theselecteduserrolecansuppressemailnotificationswhenmodifyinganexistingticket.

• View hidden notes-Ifchecked,theselecteduserrolecanviewhiddennotes.

Note: Hidden notes can never be viewed by users

• Change hidden notes status checkbox - If checked for the selected user role, notes displayaHidecheckboxatthefarrightedgeofeachticketnote.TogglingtheHidecheckboxmakesanotehiddenornothidden.

• Automatically insert new note with every field change - Ifchecked for theselecteduser role,notesareautomaticallyinsertedwheneveranyticketfieldchanges.

• As hidden note-Ifcheckedfortheselecteduserrole,automaticnotesareaddedashiddennotes. This policy only applies ifAutomatically insert new note with every field change ischecked.

• Allow admin to suppress auto note add -Suppressestheaddingofanautomaticnotewhenticketpropertiesarechangedandnomanualnoteisadded.

3. Define access to each ticket field-Definesaccesstoeachfieldfortheselecteduserrole.FieldsarecreatedusingEdit Fields.Threelevelsofaccessarepossible:

• Full Access-Canviewandmodifythisfieldineveryticket.

• View Only-Canseebutnotchangethevalueofthisfield.

• Hidden-Hiddenfieldsarenotshown.

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8.2.3 Assignee PolicyTheAssignee PolicypageautomaticallyassignsaVSAusertoaneworexistingticket.AssignmentisbasedonthecombinationofListtypefieldvaluesenteredforaticket.ListtypefieldsandtheirpossiblevaluesaredefinedusingTicketing > Edit Fields.Thepolicyisenforcedeverytimetheticketissaved.

Overriding Assignee PolicyAssignee PolicycanbeoverriddenforaspecificticketusingtheCreate/Viewpage,bythetogglingtheiconnexttotheAssignee fieldtodisplayaicon,thenassigningausermanually.

Order of PrecedenceTheorderofprecedenceforpolicyselectionisbasedonthealphabeticalsortorderofthepolicyname,whichalsodetermineshowthepoliciesarelistedinthepagingarea.Forexample,apolicynamedofAAAwillalwaysbeselectedbeforeBBB,solongasallofthefieldsinAAAmatchthesettingsoftheticket.Youcanforcepolicyselectiontousethesortorderyoupreferbynamingthepoliciesaccordingly.Forexample,youcanaddanumericalprefixtoeachpolicyname,suchas01,02,03andadjustthesortorderinthisfashion.Torenameexistingpolicies,selecttheediticonnexttoapolicyname,thenenteranewnameandclickApply.

Fig.8.7belowshowsthegenericviewoftheAssigneePolicypage.Thefunctionssupportedonthispagearelistedandexplainedbelow.

1. Policy Name: Enterthenamefortheassigneepolicy.

2. Assignee: Select the user who will be assigned tickets that match the selected combinationoflisttypefieldvalues.

3. Create:ClickCreate tocreatetheassigneepolicy.

4. List Fields:EachfieldoftypelistsuchasCategory,Status,orPriorityareshownasselectabledrop-down lists.Selectvaluesforoneormoreof thefields.Thecombinationof list typefieldvaluesassociatedwithanassigneedetermineswhichassigneeisautomaticallyassignedtoaneworexistingticket.

Fig. 8.7: Assignee Policy

Ticketing


8.2.4 Due date PolicyTheDue Date Policypagesetstheduedateforeachnewticketbasedonfieldvalues.AnycombinationofList type fieldsmaybedefined tosetaduedate.Thisallowsyou tosetanew ticketduedatebasedon theurgencyof the ticketandaguaranteed levelofservice.Forexample,defineanewList type fieldnamedServiceLevelwiththefollowingvalues:Premium,Standard,andEconomy.Createdifferentduedatepoliciesforeachcombinationsuchas:

• Setresolutiontimeto1HrswhenPriority=HighandServiceLevel=Premium

• Setresolutiontimeto7DayswhenPriority=NormalandServiceLevel=Economy

Whenanewticketgetscreated,theduedateissetbyaddingthenumberofhoursinthepolicytothecurrenttime.

Overdue TicketsWhenaticketisoverdue,theduedatedisplaysinboldeddarkredtext,bothintheViewSummarypageandinticketingreports.ItalsodisplaysinredtextintheheaderoftheCreate/Viewpage.YoucanoptionallysendanemailforoverdueticketsusingTicketing > Notify Policy.Aticketisresolvedwhenitsstatusissettoclosedandtheresolutiondateisrecorded.

Order of PrecedenceTheorderofprecedenceforpolicyselectionisbasedonthealphabeticalsortorderofthepolicyname,whichalsodetermineshowthepoliciesarelistedinthepagingarea.Forexample,apolicynamedofAAAwillalwaysbeselectedbeforeBBB,solongasallofthefieldsinAAAmatchthesettingsoftheticket.Youcanforcepolicyselectiontousethesortorderyoupreferbynamingthepoliciesaccordingly.Forexample,youcanaddanumericalprefixtoeachpolicyname,suchas01,02,03,andadjustthesortorderinthisfashion.Torenameexistingpolicies,selecttheediticonnexttoapolicyname,thenenteranewnameandclickApply.

Fig7.8belowshowsthegenericviewoftheDueDatePolicypage.Thefunctionssupportedonthispagearelistedandexplainedbelow.

1. Default time to resolve tickets with no policy: Enterthenumberofhoursordaystoresolvetick-etswhennewticketsarecreatedthatdonotmatchanypolicy.

2. Policy Name: Enteranameforaneworselectedduedatepolicy.

3. Resolve Time: Whennewticketsarecreatedthatmatchthefieldvaluesinthispolicy,thentheduedateissettothisnumberofhoursordaysplusthecurrenttime.

Fig. 8.8: Due Date Policy

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4. Fields: SelectvaluesforoneormoreListtypefieldsthatanewticketmustmatchtoautomaticallysettheduedateforthenewticket.

5. Delete Icon: Clickthedeleteicontodeletearowinthepagingarea.

6. Edit Icon: Clickarow’sediticontopopulateheaderparameterswithvaluesfromthatrow.Youcaneditthesevaluesintheheaderandre-applythem.Theselectedrowishighlightedinyellow.

7. Name: Thenameoftheduedatepolicy.

8. Time: Thetimeaddedtothecurrentdateandtimetosettheduedatepolicyforanewticket.

8.2.5 Edit FieldsTheEdit Fieldspagecreatesfieldsusedtoclassifyticketsandsetsthedefaultvaluesforthosefields.Fieldsareassociatedwiththeentireticket,asopposedtoeachnoteoftheticket.Youcancustomizethefieldlabelandcorrespondingvaluesofeachfield,includingthemandatoryfields.Thefieldsyoudefineheredisplayinthefollowingpages:ViewSummary,ViewTicket,Delete/Archive,AccessPolicy,DueDatePolicyandEmailMapping.

Mandatory FieldsThreemandatoryListtypefieldsexistthatmaynotberemovedfromthesystem.Thevaluesfortheselistfieldscanbecustomized.Themandatoryfieldsare:

• Category-ClassifiesticketsbyITcategory.

• Status-Stateofthecurrentticket:Open,Hold,Closed


Fig.8.9showsthegenericviewoftheEditFieldspage.Thefunctionssupportedonthispagearelistedandexplainedbelow.

1. Set the next ticket ID to N / Apply: Specifytheticketnumberforthenextticket.Displaysthecur-rent“next”ticketnumber.ClickApply toconfirmanychanges.

2. Field Label:Youcanmodifythelabelforanyfieldhere.ClicktheUpdatebuttontoapplythechange.

3. Type:Specifythedatatypeforeachfield.

Fig. 8.9: Edit Fields page

Ticketing


• String-Cancontainanytextupto500charactersinlength.Bestusedtoholdthingslikeproblemlocationorothervariablesthatdonotbelonginthesummaryline.

• Integer-Cancontainanypositiveornegativeintegervalue

• List-Letsyoucreateadrop-downlistofchoices.ThechoicesforListtypefieldsareeditedbyclickingthe<EditList>valueintheDefaultValuedrop-downlist.

• Number(nn.d)-Anumberthatalwaysshowsonedigittotherightofthedecimalpoint.

• Number(nn.dd)-Anumberthatalwaysshowstwodigitstotherightofthedecimalpoint.

• Number(nn.ddd)-Anumberthatalwaysshowsthreedigitstotherightofthedecimalpoint.

• Number(nn.dddd)-Anumberthatalwaysshowsfourdigitstotherightofthedecimalpoint.

4. Default Value:Creating a new ticket automatically sets each field to its default value.You canspecifythatdefaultvaluehere.

Note: Default values are system wide and may not be different for different machine group IDs or user roles

5. <Edit List>:Thisvaluedisplaysinthedrop-downlistforaListtypefieldintheDefaultValuecolumn.Click<Edit List>toeditthelistofvaluesforthatfield.

6. Update:ClickUpdatetoconfirmchangestofieldlabels,defaultvalues,orListtypevalues.

7. New:ClickNewtocreateanewfield.

8.2.6 Email ReaderTheEmail ReaderpagespecifiesaPOP3emailaccounttoperiodicallypoll.EmailmessagesretrievedfromthePOP3serverareclassifiedbyEmailMappingandconvertedintotickets.AlarmtoTicketIntegration

WhenaVSAuserclicksaNewTicketlinktypicallyforanalarmanywhereinthesystem,theTicketingmoduleconvertsitintoaticket.TheTicketingemailreaderdoesnothavetobeenabled.

Contents of EmailTheEmailReadercanreceiveanyemail,withorwithoutattachments,andaddthecontentstotheticketingsystem.Additionalinformationcanbeaddedtotheemailtoenhancethemappingoftheemailtotheticketingsystem.Thefollowingtagscanbeincludedineitherthesubjectorthebodyoftheemail.

• ~ticid=›xxx›-Appendsthebodyoftheemailtoanexistingticketratherthancauseanewtickettobecreated.

• ~username=’xxx’-AutomaticallyinsertsthevaluegivenasxxxintotheSubmitter Namefield.

• ~useremail=’xxx’-AutomaticallyinsertsthevaluegivenasxxxintotheSubmitter Emailfield.

• ~userphone=’xxx’-AutomaticallyinsertsthevaluegivenasxxxintotheSubmitter Phonefield.

• ~category=’xxx’-Assignstheticketcreatedtoaspecificcategory.Thecategorymustexist.

• ~priority=’xxx’-Assignstheticketcreatedtoaspecificpriority.Theprioritymustexist.

• ~status=’xxx’-Assignstheticketcreatedtoaspecificstatus.Thestatusmustexist.

• ~assignee=’xxx’-Assignstheticketcreatedtoaspecificuser.Theusermustexist.

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• ~machineid=’xxx.xxx’ -Assigns the ticketcreated toamachine ID.Themachine IDmustexist. Ifthisinformationisnotincluded,andticketsarenotassignedtoamachineIDorgroupIDusingEmailMapping,ticketsareassignedtotheunnamedgroupbydefault.

• ~fieldName=’xxx’-Assignsthevaluexxxforanydefinedfield.IfthefieldisaListtype,thenthevaluemustexistinthelist.

Fig.8.10showsthegenericviewoftheEmailreaderpage.Thefunctionssupportedonthispagearelistedandexplainedbelow.

1. Email Address:Enter theemailaddressyouwish to retrieveemailmessages fromperiodically.Repliestothisemailaddressareinturnprocessedbytheticketingsystemandaddedasnotestotherelevantticket.

2. Disable email reader: Checkthisboxtopreventtheemailreadercomponentfrompollingaserver.

3. View Log: ClickView Logtoreviewthepollinglogforthisemailreader.

4. Turn off independent ticket sequence numbering (use identity value): Forpartition1,singletenantenvironmentsonly,ifchecked,ticketnumbersmatchtheticketnumbersdisplayedinoutboundemails.Ifunchecked,thesetwonumberscanbedifferent.Thesenumbersalwaysmatchinadditionalpartitions.

5. Host Name: ThenameofthePOP3hostserviceisneeded.POP3istheonlyemailprotocolsup-ported.Anexampleispop.gmail.com.

6. Port: ProvidetheportnumberusedbythePOP3service.Typicallynon-SSLPOP3portsare110andSSLPOP3portsare995.

7. Use SSL: CheckthisboxtoenableSSLcommunicationswithyourPOPserver.YourPOPservermustsupportSSLtousethisfeature.Typically,SSLenabledPOP3serversuseport995.

8. Logon:Entertheemailaccountname.Donotincludethe@domainnamewiththeaccountname.Forexample,iftheEmail [email protected],thenenterjsmithastheaccountname.

9. Password: Entertheemailaccountpassword.

10. Check for new emails every <N> minutes: ThenumberofminutestheEmailReadershouldwaitbeforepollingthePOP3serverfornewemails.

11. Filter Emails:Entertexttorejectinboundemailscontainingthistextin the subject line.Matchingiscaseinsensitive.Quotes and wildcard characters such as * and ? are interpreted literally as part of the

Fig. 8.10: Email Reader page

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string content.Createmultiplefiltersusingmultiplelines.MultiplefiltersactasanORstatement.Sur-roundwholewordswithspacesonbothsidesofeachword.

Example:

• Undeliverable

• Donotreply

12. Apply: ClickApplytobeginusingtheemailreader.

13. Connect Now: ClickConnect NowtoconnecttothePOP3serverimmediatelyinsteadofwaitingforthenextpollingtime.Thiscanbeusedtotestyourconfigurationoftheemailreader.

8.2.7 Email MappingTheEmail Mappingpageassignsdefaultvaluesfornew ticketscreatedusingtheEmailReader.Thedefaultvaluesassignedarebasedon theemailaddressoremail domainof theemailsender.Matchingcanbeoptionallyfilteredbythetextenteredintheemailsubjectline.ThisinformationoverridesthestandarddefaultsdefinedusingEditFields.

Fig.8.11belowshowsthegenericviewoftheEmailMappingpage.Thefunctionssupportedonthispagearelistedandexplainedbelow.

1. Email Address or Domain:Theemailaddressordomainof the sender.

2. Forexample:[email protected].

3. Set map for unassigned emails: Ifchecked,assignsdefaultfieldvaluesforinboundemailsnotcoveredbyanyotheremailmap.

4. Subject Line Filter: Assignsticketdefaultswhentheemailsubject linematchesthefilterstring.Matchingiscaseinsensitive.Nowildcardprocessingisprovided.Asingle*,withoutanyothercharactersinthefilter,meansletanythingthrough.Booleansstatementsarenotaccepted.

5. Associate ticket with: ClicktheSelect associationlinktoassociatenewticketscreatedusingthismapwithamachineID,machinegroup,organization,departmentorstaffrecord.

6. Assignee:EnterthenameoftheVSAuserassignedtonewticketscreatedusingthisemailmap.

Fig. 8.11: Email Mapping

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7. Fields: Specifythedefaultfieldvaluesassignedtonewticketscreatedwhenanemailisreceivedbytheticketingsystemusingthismap.

8. Create: ClickCreatetocreateanewemailmapusingtheheadervaluesyouhavepreviouslyse-lected.

Ticketingusers.cis.fiu.edu/~sadjadi/Teaching/IT Automation/KAS201...T i c k e t i n g 364 Chapter 8...

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