CA Service Management - Create Ticket
  • 06 Feb 2024
  • 2 Minutes to read
  • Dark
    Light
  • PDF

CA Service Management - Create Ticket

  • Dark
    Light
  • PDF

Article Summary

CA Service Management - Create Ticket creates a ticket in CA Service Management for:
* Assets that match the results of the selected saved query, and match the Enforcement Action Dynamic Value statement, if defined, or assets selected on the relevant asset page.

See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

General Settings

  • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonius. You can change the name according to your needs.
  • Add description - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
  • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
  • Action name (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
  • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

  • Use stored credentials from CA Service Management Adapter - Select this option to use CA Service Management connected adapter credentials.
    • When you select this option, the Select Adapter Connection drop-down is available, and you can choose which adapter connection to use for this Enforcement Action.
Note:

To use this option, you must successfully configure a CA Service Management adapter connection.

Required Fields

These fields must be configured to run the Enforcement Set.

Additional Fields

These fields are optional.

Connection Parameters

When Use stored credentials from the CA Service Management adapter is toggled Off, these fields are required:

  • CA CMDB Domain - The hostname or IP address of the CA Service Management server.
  • Username and Password - The credentials for a user account that has the permissions to fetch assets.
  • Incident description - Enter a free text description of the incident.

  • Add default incident description (default: False) - Select this option to include the default incident description at the end of the ticket body.
    The incident description message includes the Enforcement Set name and triggered query, the Dynamic Value statement that is applied when executing the Enforcement, if such exists, and the number of current and previous results.

    Message example

    Alert - "test" for the following query has been triggered: Missing Sophos

    Alert Details
    The alert was triggered because: The number of entities is above 0
    The number of devices returned by the query: 4
    The previous number of devices was: 4

    You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos

  • Problem type - Enter a full description of the issue. Required by the CA CMDB API.

  • Tunnel Name - For Axonius-hosted (SaaS) deployments. Select the tunnel through which to connect to perform the action.

APIs

Axonius uses the createTicket Method API.

For more details about other Enforcement Actions available, see Action Library.



Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.