Ticket Creation

Monitoring Information (2)

The ZIS System receives information from the monitored system and decides whether to raise an alarm and whether to create a ticket in Valuemation.

Automatic creation of a new ticket (4)

The ZIS System has decided that a ticket has to be created:

1. The ZIS System starts VM REST Webservice 'MonitoringTicket_WS_REST_CallSubWorkflow' with user specified as '-CMONT'
2. In Valuemation, an Incident ticket is created with the following ticket data:
   • Ticket-ID

     Automatically created by Valuemation

   • Event-ID

     Event-ID taken over from ZIS

   • Ticketclass = 'Incident'

     Valuemation setting is used

   • Tickettype = 'Disturbance'

     Valuemation setting is used

   • Ticket No

     Automatically created by Valuemation

   • Status = 'Created (IN)' = 'IN_CRE'

     Valuemation setting is used

   • User-Impact

     Prio taken over from ZIS if not NULL and existing

   • Systems

     Lookup for CI/Service taken over from ZIS. If not found as System, then no relation is created.

   • Service

     Lookup for CI/Service taken over from ZIS. If not found as Service, then set to NULL.

   • Prio

     Automatically created by Valuemation regarding TSP definitions. If no TSP evaluated, then Prio taken over from ZIS used. If empty, then default Valuemation setting is used.

   • Impact

     Automatically created by Valuemation regarding TSP definitions. If no TSP evaluated, then default Valuemation setting is used.

   • Urgency

     Default Valuemation setting is used.

   • TSP = SLA

     Automatically evaluated by Valuemation. If no TSP evaluated, then default Valuemation setting is used.

   • Callmedia

     Default Valuemation setting = 'Event Management' is used.

   • Feedbackmedia

     Default Valuemation setting = 'System / Interface' is used.

   • Requested-By = Requested-For = Current Resp. Person

     The current person associated with user '-CMONT'. If not existing, default person from Valuemation setting is used.

   • Current Resp. Supportgroup = Current Supportgroup

     Taken over from ZIS. If existing only in Valuemation, empty or not existing, current default supportgroup of the person associated with user '-CMONT' is used. If not existing, default person from Valuemation setting is used.

   • Location

     Lookup current location of CI taken over from ZIS. If no CI, lookup current location of Requested-For Person. If no location found, then set to NULL.

   • DateReported = Datcre = Datchg

     System date is used.

   • Usercre = Userchg

     Current user '-CMONT' is used.

3. In Valuemation, an Incident ticket is created with the following ticket description data:
   • Ticketdesc-ID

     Automatically created by Valuemation.

   • Ticket-ID

     Automatically created.

   • Descno = 1

     Not taken over from ZIS.

   • Statementtype

     Valuemation setting is used.

   • Ticket shorttext

     Event text taken over from ZIS. If empty, Valuemation setting is used.

   • Description

     Event text taken over from ZIS. If empty, Valuemation setting is used.

   • General Visibility

     Valuemation setting is used, default value is 'True'.

   • NoRead

     Valuemation setting is used, default value is 'True'.

   • TicketdescCreator

     The current person associated with user '-CMONT' is used. If not existing: default person from Valuemation settings is used.

   • SupportgroupCreator

     Taken over from ZIS. If existing only in Valuemation, empty or not existing, current default supportgroup of the person associated with user '-CMONT' is used. If not existing, default person from Valuemation setting is used.

   • DateCreate = Datcre = Datchg

     System date is used.

   • Usercre = Userchg

     Current user '-CMONT' is used.

4. VM REST Webservice „MonitoringTicket_WS_REST_CallSubWorkflow“ sends the following information back to ZIS:
   • Score ('Return Message')
   • Return Code (Return Code)
   • Ticket-No (mandatory)
   • Ticket-ID (mandatory)
   • Json:

     { "result": { "score": "success", "data": { "ticketno": "IN-xxxxxxx", "id": "Ticket-nnnnnnnnn#" }, "id": "WS_REST_CreateTicket_0" }, "returnCode": "00"}