![]() The template sets the ticket status to Closed when the event severity value becomes Clear. The CASD_Default_Incident_AutoClose.xsl template creates, updates, or reopens a Service Desk ticket using the default field mapping. The template does not close the ticket when the event severity value becomes Clear. The CASD_Default_Incident.xls template creates, updates, or reopens a Service Desk ticket using the default field mapping. Sets the Service Desk priority based on the severity of the incident in Enterprise Manager. This provides a record of the changes that have occurred to the incident. Set the Service Desk ticket summary based on the incident message.Īdd a Log Comment to the Incident Activity Log List that shows the incident details. ![]() ![]() Write incident information to Description (Service Desk ticket description). All out-of-box templates cause the following actions to occur when you create or update a ticket for an incident: ![]()
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