Common Management Database setup
As an advanced function of the Ticket facility, you can configure the tickets to automatically update a Common Management Database (CMDB) where the status of each ticket group is automatically updated in an SQL database at periodic intervals, by default within 10 seconds after any ticket change. The CMDB data provides the following fields:
Enable CMDB | You must set this field must to Yes and the BMC Defender Server system must then be restarted. (This schedules the CO-CMDB.exe service to be executed that is required to run the CMDB function.) |
Data source name | You must set this field to the name of a configured DSN that provides permissions to the BMC Defender Server program. You can use any ODBC compliant database. |
Database username | You must set this field to the database username, matching the value configured in the DSN. If no username exists, you should set the value None. |
Use database | You must set this to the database segment name, matching the value configured in the DSN. If no database segment name exists, the value should be set to None. |
Database update seconds | This field is the time in seconds, that controls when the database is updated after a change. By default, the value is 10 seconds, indicating that the database is updated within ten seconds after any change. Setting this value too low can unnecessarily consume CPU resources. |
Current count interval | This time specifies when a ticket is regarded as Current, by default one hour. |
Hour count interval | This time specifies when a ticket is regarded as Recent, by default four hours. |
Severity display mode | This determines whether the worst-case ticket group severity is expressed as a percentage ranging from 100 (best) to 0 (worst), or a standard severity in the range 0=emergency to 7=debug. |
Ticket system access group
Administrators can give users a ticket type system access, that enables you to access just the ticketing system and no other part of BMC Defender Server. You can configure this in the System > Logins screen (available only to admin type users).
The ticket system access group is useful for those sites where the operators are assigned tickets and are tasked with resolving, dispatching tickets, or both.
In this situation, the administrator can create one or more BMC Defender Server users with a ticket type login. These users see only the Ticket tab and are able to see the various components of the ticketing system (such as the source alert definition and related messages) but are otherwise not able to access any BMC Defender Server data or other screens.
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