isDuplicateRequest()

This IF command is only available in a Ticket Request De-Dup procedure.

Tests a ticket request to see if it is a duplicate of any existing ticket. Prevents multiple tickets from being created for the ticket request, within a specified time limit.

Ticket requests are created from either inbound emails or system events, such as alert conditions. Incoming Email and Alarm Settings and linked service desk procedures determine how ticket requests are processed into tickets, what service desks are used to create the tickets, and whether ticket requests are canceled.

The following dialog displays in the right hand pane of the ticket editor when this command is selected in the procedure editor. The test tests true if all fields that have an entered value match their corresponding values in a ticket request record. See Source Properties for more information.

• Match the submitter name
• Match the submitter email address
• Match the request subject
• Match the source type - The Source Type column. Example values include:
  • Counter
  • Service
  • Process
  • SNMP
  • Alert
  • System Check
  • KES
  • Log Parser
• Match the first reference field - The Source Value 1 column.
• Match the second reference field - The Source Value 2 column. Example values include:
  • web server check
  • dns check
  • port check
  • ping
  • custom
• Match the machine
• Match the machine group
• Enter Recurrence Time (Integer) / The Unit of Time - Limits matching to the most recent <N> number of periods, based on the ticket creation date.
• Include Closed Tickets - If checked, open and closed tickets are searched for duplicates. If unchecked, only open tickets are searched for duplicates.