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Related messages and source alert definition

Associated with each ticket (except for tickets that are manually added, as described previously) are one or more messages that triggered a particular alert on the system.

You can view the messages that triggered the ticket by clicking the Related Messages hyperlink on the main screen (also available on the Update screen). This displays the messages responsible for opening the ticket, including the device, the time of the message, and message content. These messages are permanently affixed to the ticket and cannot be changed.

You can view the source alert that opened the ticket by clicking the Source Alert Def hyperlink. This displays the alert counter, threshold, and other parameters. If you are an administrator, you can directly edit this alert configuration from the Source Alert Def screen, and these changes apply to any future tickets opened by the system.

Notes

  • The related messages can (and often do) span various devices and message contents depending on the alert and counter definitions that have been configured.
  • Only the messages directly related to the ticket's opening are displayed and not necessarily the latest messages from the device.

The number of related messages is exactly equal to the threshold of the source alert definition. To view the latest messages, you can:

  1. Click the Related Messages hyperlink on the top-level Tickets screen.
  2. Click the device IP address hyperlink.
  3. Click the All Messages For Device hyperlink on the resulting device information screen.

Related topic

BMC-Defender-Server-tickets


 

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