Managing tickets

With tickets, you can add specific information about the current state of the application or its components within a plan. For example, your organization might schedule software releases at certain times or might have windows during which you release your software, and the application teams submit tickets to indicate that their codes are ready. You can retrieve tickets from external change tracking systems such as BMC Remedy Action Request System (BMC Remedy AR System) and associate them to a plan.

The ticket summary report displays request list as per ticket, application, and run.

Before you begin

Configure an integration server for connecting with the external system.
Create or import a resource automation script for retrieving tickets.
The Maps to option in the resource automation script must be set to Ticket, and the script must be able to communicate with the relevant external change tracking system and retrieve the necessary ticket data.

To create a ticket

Go to Environment > Metadata > Manage Tickets.
Click Add a new ticket.
From the Integration list, select the integration server for the ticket.
In Foreign ID, enter the external ID parameter for the ticket.
In Name, enter the name for the ticket.
In Status, enter the current status for the ticket.
(Optional) In Ticket Type, enter the type for the ticket.
(Optional) From the Plan list, select the plan to associate the ticket with.
(Optional) From the Application list, select the application to be associated with the ticket.
(Optional) In URL, enter the URL to the external system resource that the ticket is associated with.
You can see this URL on different reports that show information about tickets; for example, on the Ticket summary report.
Click Create.

To see the ticket in a plan

After you have created a ticket, click the Plans tab. The plan list appears.
Click the plan that you have associated with the ticket.
Click the Tickets tab in the new page that appears. The ticket is visible.

Next, you need to associate a ticket with a step in a request.

To associate a ticket with a step in a request

Click the Requests tab. The requests list appears.
Click a request which is associated with the plan that you selected for your ticket. The request opens.
Click the step which is associated with the request.
In the new page that appears, click the Tickets link.
Click the Select tickets link that appears.
In the Select Tickets dialog box, select the check box under Action for your ticket.
Click Add Selected.
Click Done.

To associate external tickets to a plan

Open a plan and on the Tickets tab, click the External Ticket Filters link.
On the Select Server/Filter list, select the integration server to use for connecting with the external system.
On the Select filter list, select the resource automation script to use for retrieving the ticket data from the external change tracking system.
For retrieving change requests or tickets from BMC Remedy AR System, you can use one of the following default scripts available with the product:
- Remedy filter tickets
- Remedy filter tickets simple
  For more information about these scripts, see Resource automation scripts for BMC Remedy IT Service Management Suite.
Specify the filter conditions to retrieve only particular tickets, and then click Run Filter Query.
A list of tickets that match the filter conditions displays in a table.
Select the tickets to associate to the plan, and then click Assign Selected Tickets to Plan.
The selected tickets are added in a table on the Tickets tab under that plan.

To view the ticket summary report

Click the Plans tab. The plans list opens.
Click open a plan for which you want to see the ticket summary report.
On the new page that opens, click the Ticket Summary Report tab on the right pane.