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transcript
Ticketing
Table of Contents:
◊ ManageTickets◊ ConfigureTicketing
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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.
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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
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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.
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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
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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
• 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.
• 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
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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
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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
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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
• Priority-High,Normal,Low
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
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• 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 Addressisjsmith@acme.com,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:jsmith@acme.comoracme.com.
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.