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    CA Service Management - Create Ticket
    • 22 Sep 2024
    • 2 Minutes to read
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    Contents

    CA Service Management - Create Ticket

    • Updated on 22 Sep 2024
    • 2 Minutes to read
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    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.

    Note:

    General Settings

    • Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
    • 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 perform this action.

    • 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.

    • Gateway Name - Select the Gateway 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.


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