Day8

What is Ticketing Tool?

Use the Ticketing feature to track issues related to assets, agents, or
events.
A ticket is a work request created in response to a situation that requires
further investigation.
Examples of possible ticket scenarios:
Patching a range of assets against vulnerabilities
Investigating a new asset that recently appeared on the network and
dealing with it as appropriate
Locating an asset that is running an unapproved operating system, and
updating it or removing it from the network
When you have an issue with an asset, agent, or event, you can create a
ticket and assign it to another user. The person who is assigned the ticket
investigates and resolves the issue. During this time, the person
responsible can change the status of the ticket, such as from "New" to
"Open" to "In Progress" to "Closed."
Def of Ticketing Tool : It is a software which provides solutions for the tickets.
Ticket means a problem. There are many ticketing tools are available.
Example BMC Remedy, IBM Maximo..etc
Ticket consists : SLA (SERVICE LEVEL AGREEMENT), Ticket No, Summary , Status,
Start Time, End Time, Reporting Person : Email ID , Phone , Number will be there
in this If Instructions are big attachments will be there.
SEVIARITIES ABOUT TICKETS :
SERV 1 : Need to resolve tickets in 0-4 hours
SERV 2 : Need to resolve tickets in 0-8 hours
SERV 3 : Need to resolve tickets in 3 working days.
Production Support : Should be on call support.
Situation Manager

: Makes every one to attend on call.

When you are On Call Support when you get Severity 1 ticket , How do
you take action ?
Firstly open the ticket
Read the message what the problem is about
Login to targeted Servers.
Check Logs depending on Error.
Sit on Issue , fix it , Close it
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How can we check the performance of the application server without

external monitoring tools?
Through Web sphere in build monitoring tool called Tivoli Performance
Monitoring under Monitoring and tuning in Admin Console. (or) Tivoli
Performance Viewer (TPV): It enables the administrators and
programmers to monitor the overall health of the WebSphere Application
Server without leaving the Admin console.
From TPV, you can view current activity or log Performace Monitoring
Infrastructure(PMI) for the following:
- System resources such as CPU utilization.
- WebSphere pools and queues such as DB connection pool.
- Customer Application data such as servlet response time.
REMEDY TICKETING TOOL: This tool is Dependent & Independent. This tool is
product of BMC. Current version is 8.0. Here we dont have version option. In
login page we have UID, PWD, Authentication ID(client access IP) . After login
into BMC Remedy, then we click on incident management console option. It will
open a console, here we need to click search incident & new incident(on left
side).
In Incident screen(Incident request information)

Item affected(server name)

Short description
Escalated(yes/no, it means breech/misuse the alert)
Customer tab(user details like maximo)it contains CDS ID(remedy ID of
ours), it will pop-up all the details once we give the ID
ASSIGNMENT Tab(support company[our working company], support
organisation[client company], assignment group[whom to assign the
incident]), then click on save it will automatically generate incident
number like,, IN00012334(if change CH, problem PR, service request SR)
Work Info Tab(source[server name], summary[error message & sever
name], notes[full alert and its attributes]) then click on save, it will
generate or update the incident.
Then copy all the incident numbers & paste it into excel sheet in incident
number column.
In classification Tab, it means server name i.e, group name, (product
type[server name in capital letters & press tab] automatically it will fill all
the details)

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Creating Remedy Tickets

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

Automatically Creating a Ticket

Manually Creating a Ticket

Automatically Creating a Ticket

Perform the following steps to automatically create a ticket:
1. Select an appropriate ticket template with the desired mapping of
Enterprise Manager alert fields to the Remedy ticket fields.
2. If you do not have a ticket template that satisfies your requirement, create
one and register it.
3. Create a notification rule using the following steps:
Important:
Do not select more than one ticket template for this notification
rule.

a. From the Enterprise Manager console, click Preferences.

b. In the left pane, under Notification, click Rules, then Create.
c. In the Create Notification Rule General page, specify the rule name,
a description, and the targets for which this rule should apply.
d. In the Create Notification Rule Availability page, select the
availability states for which you want to create tickets.
e. In the Create Notification Rule Metrics page, select the metrics and
their associated alert severities for which you want to create and
update tickets.
Ensure that you select all relevant alert severities if you want to
update the ticket when the alert severity changes. For example, to
open a ticket for a critical alert on the CPU Utilization(%) metric and
the ticket is to be updated if the CPU Utilization(%) changes to
warning
or
clear
severity,
in
the
notification
rule
select Critical, Warning, or Clear severities for the CPU Utilization(%)
metric.

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f.

In the Edit Notification Rule: Actions page, choose the ticket

template from the Ticketing Template drop-down, as shown in
Figure 41.

Figure 4-1 Ticketing Template Drop-down Menu

The following process occurs after you create the notification rule for your alerts:

A notification is sent to the Remedy Service Desk Connector when a metric

alert triggers that matches your rule. The Remedy Service Desk Connector
creates/updates a ticket according to the ticket template as set in the
notification rule.
The ticket is created or updated on the Remedy Ticket system.
In Enterprise Manager, the alert annotation is updated. A comment is
added to the Metric Details page of the alert to indicate that a ticket was
created or updated, along with the ticket ID and ticket page URL.

A ticket is updated if there is an existing active ticket for an alert. Figure 42

shows the ticket in the Remedy console, and Figure 43 shows the alert as
displayed in Enterprise Manager.

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Figure 4-2 Ticket in the Remedy Console

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Figure

4-3

Alert

as

Displayed

in

Enterprise

Manager

Manually Creating a Ticket

Perform the following steps to manually create a ticket:
1. After a metric alert occurs, go to its alert details page by clicking on the
alert message in the Enterprise Manager console. The alert details page
for the alert should appear, as shown in Figure 44.
Figure 4-4 Metric Alert Details Page

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2. Click the Create/View Ticket link in the Actions section.

The Create Ticket page appears if no active ticket exists for the alert.
3. Select a ticket template and then click Submit, as shown in Figure 45.
If you do not see the desired template, you can register one using
the emctl command. See Section 3.3.1, "Registering Ticket Templates".
If creating or updating the ticket is successful, the ticket ID appears in the
Last Comment column of the Alert History table for the metric alert.If the
Web console settings are configured and enabled, the ticket ID appears as
a link to the ticket page in the Remedy Service Desk.

Note:
You cannot manually update the ticket using the Remedy Service
Desk Connector. You need to manually update the ticket in
Remedy for any subsequent alert severity change, or you can
include the metric in a notification rule.

Figure 4-5 Create Ticket Page

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In TEMPLATE document having, Remedy alert, value and attribute of the

alert.

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