Table of Contents

Making an SLA generate tickets

On the Ticket Creation page of SLA elements, a parameter is provided that can be used to make DataMiner automatically generate tickets.

The parameter, Generate Ticket, can have five different values:

  • Clear

  • Create Ticket

  • Create Ticket, second attempt

  • Create Ticket, third attempt

  • Unable to create ticket

To automatically generate tickets, this parameter must be used in conjunction with the Automation and Correlation modules in DataMiner.

Example of usage

  1. The SLA element detects an outage.

  2. The Generate Ticket parameter is set to Create Ticket.

  3. A Correlation rule, which has been configured to be triggered when the Generate Ticket parameter has this value, activates an Automation script.

  4. The Automation script requests a ticket number, posts the new ticket number value in the last column of the outage table, and sets the Generate Ticket parameter back to Clear.

Tip

See also:

Note

You can also have a ticket generated using the "Create ticket" Correlation rule action, but this feature is currently still in preview. See Creating a ticket.

Propose changes