Configuring ticket email and notifications

Once the SMTP parameters are configured, the administrator can subsequently configure one or more e-mail actions for tickets. These actions send e-mail messages to a specified user, possibly qualifying the e-mail based upon ticket content, severity, time of day, or ticket assignee. Configuring an e-mail ticket action is accomplished as follows:

1. Log on to the BMC Defender Server system and click the Tickets tab at the top of the screen. This displays a list of current tickets assigned to you (or to All users if you are the administrator).
2. Click the Tickets > Actions screen to display a list of ticket actions on the system. Initially, no actions are configured.
3. To add a new ticket action, click Wizard in the upper right of the screen. This starts the Add New Ticket Action wizard that guides you through the process of adding a new ticket action to the system. (More experienced users might simply click the AddNew option to configure a new ticket action.)
4. The Add New Ticket Action wizard queries for the type of action to add. Select the SENDMAIL ticket action, that sends e-mail to a user.
5. The Add New Ticket Action wizard queries for a ticket user and state. By default, an e-mail message is sent for any ticket assigned to any user when the ticket is first opened. You might select a more specific user or different state.
6. The Add New Ticket Action wizard queries you for additional match qualifiers, including a possible keyword that must appear in each ticket. In the absence of any other requirements, you can use the defaults.
7. The final screen of the Add New Ticket Action wizard queries you for the e-mail address to send the ticket information to. Supply a valid e-mail address and finish the Wizard.

When the action is configured, you can test the action by simply opening a ticket manually. You can click AddNew on the Tickets > Open screen, enter the parameters of the ticket (including the appropriate severity and match keywords, if needed) and then click SaveNew to save the ticket. This causes any action programs that match the content of the ticket to be executed. You can click the View Debug Log File for any error indication that caused the action not to run.