Source Properties

Creating Tickets from System Events

The VSA can be configured to create tickets when system events occur. The types of system events that create tickets are typically either alerts or inbound email. A system event that creates a ticket also occurs when a VSA user clicks a Create Ticket link in various locations throughout the VSA.

Creating a ticket based on a system event starts by adding a row of data to the dbo.ticRequest table of the VSA ksubscribers database. The row contains all the system event data required to create the ticket.

If Service Desk integration is activated, the ticket is created in the Service Desk module. If Service Desk is not activated, the ticket is created in the Ticketing module.

Source Properties

A set of "source" columns are included in each row of data in the dbo.ticRequest table. These source columns are only used by Service Desk. The set of source columns have the following pattern.

• Source Type
• Source Tag 1
• Source Value 1
• Source Tag 2
• Source Value 2
• Source Tag 3
• Source Value 3
• ...

The entire set of source columns includes one Source Type column and 12 "pairs" of Source Tag and Source Value columns, for a total of 25 columns. The entire set of 25 columns is used to classify the content of the system event used to create the ticket in Service Desk. These source columns of information are only available to work with during the time a Service Desk ticket is being created from a row of data in the ticRequest table.

Creating Tickets from System Events in Service Desk

In Service Desk only two types of commands are allowed to access source column data:

• The isDuplicateRequest() IF command inside the Ticket Request De-Dup service procedure.
• The testTicketProperty() IF command inside the Ticket Request De-Dup or Ticket Request Mapping service procedures. In this case the list of source properties are a subset of many other ticket properties you can test.

Running the Procedures

Both the Ticket Request De-Dup and Ticket Request Mapping service procedures must be specified by the Incoming Email and Alarm Settings page to run them.

• Use the General tab to create tickets based on system events, such as alerts or users clicking a Create Ticket link.
• Use the Readers tab to create tickets based on inbound email.

Sample Data

The following tables show some of the values that might display in selected source columns.

Source Value Columns

Not shown in the table above are source value columns. A source value column exists for each source tag column. A source value cell may contain a wide range of values for its corresponding source tag cell. For example, in the table above, the cell for the row Event Log and column Source Tag 4 displays the string LogTypeLabel. Some of the different values that can display with in the corresponding Source Value 4 cells are:

• Directory Service
• Internet Explorer
• Application
• DNS Server
• System
• Security