Log a Ticket
This action sends a trouble ticket to the configured help desk when an alarm is triggered. To create a Ticket action, follow the steps below:
- Select the New Action link from the top menu.
- Click Log a Ticket under the Actions menu in the left pane. This opens the Configure Ticket Details screen.
- Enter a Name for the ticket.
- If ServiceDesk Plus is configured, choose the option to log a ticket using a REST API Key or Credential. For ServiceDesk Plus versions above 9, REST API is recommended. If ServiceDesk Plus MSP is configured, selecting the Account and Site is mandatory before configuring other fields.
- Choose the fields to be mapped in the help desk for the generated tickets. If no fields are assigned, the default template configured in the help desk will be used.
- For ServiceDesk Plus:
- If an incident template is selected, based on the Advanced Setting "Overwrite the request template with the fields selected in the action profile", additional fields will be shown or hidden accordingly.
If the selected template has mandatory fields that are not present in the form, use Custom Fields - Incident Template to provide the required field names and values as defined in ServiceDesk Plus.
If fields such as Category, Sub Category, Item, Group, or Technician are mandatory, it is recommended to enable "Overwrite the request template with the fields selected in the action profile" and configure values directly in the form.Note: If an incident template is not listed but exists in ServiceDesk Plus, ensure that the technician used for integration has access to that template.
- For ServiceNow: Additional fields can be added using Custom Fields - Incident Template. To set the Caller ID, provide the full name of the user to whom the ticket should be assigned.
- Enter the Title of the ticket. You can use replaceable tags to include alarm variables dynamically.
- Provide the Description of the ticket. This field also supports replaceable tags.
- Choose the message format: HTML, Plain Text, or Both.
- Choose whether to append the alarm message to the ticket.
- To execute the action during specific time periods, enable Execute Action based on Business Hours and select the appropriate schedule. You can configure the action to run during or outside the selected business hours.
- Click Log a Ticket to save and create the Ticket action.
Once the ticket action is created, you can test it by clicking the Execute Action [ 
] icon from the list view.
Notes:
- For proper ticket lifecycle management in Applications Manager, it is recommended to associate the ticket action with appropriate severities when configuring actions at the attribute level.
- Ensure that the ticket action is associated with at least one of the following severity combinations:
- Critical and Clear
- Warning and Clear
- Critical, Warning, and Clear
- This ensures correct ticket creation, updates, and closure, and helps avoid inconsistencies in the ticket lifecycle.
- If an error occurs while creating a ticket action indicating a connection issue with ServiceDesk Plus, verify that the configured technician has sufficient privileges in ServiceDesk Plus.
- If the issue persists, generate a Support Information File and upload it using the Create Support File option under the Support tab.
