Creating and editing ticket groups

You can use ticket groups to configure specified ticket assignees and create ticketing system rules. 

Tickets are opened or closed based on definitions that are set on the Alerts tab, including the assignee, ticket text, and device or system issue. On the Alerts tab, you can assign tickets to any defined BMC Defender Server user, but as an admin-type user on the Ticket Groups tab, you can configure assignees who are not registered as BMC Defender Server users. This provides flexibility to assign tickets to specific groups of interest.

In addition, the Ticket Groups tab provides a configuration wizard to quickly configure new tickets and for end-to-end correlation rules. You can use the configuration wizard to perform the following tasks:

• Create a ticket group
• Modify existing ticket group

To create a ticket group by using the configuration wizard

1. Access the Ticket Groups tab by navigating to Tickets > Config.
2. Click Wizard.
3. Select Create New Ticket Group and click Next.
4. Specify the following values and click Next.
   • A unique and up to 12-character ticket group name
   • A full name for your ticket group
5. Specify a match address and a match expression and click Next.
   After the thread is created, you can further modify it by using Refining-and-auditing-correlation-threads.
6. Specify basic alert thresholds for the ticket group, which causes a ticket to open on the system, and click Next.
7. Specify a keyword or phrase to append to the ticket's description.
   You can specify a more detailed description, recommended action, or use the default value. 
8. Click Finish.

To modify a ticket group by using the configuration wizard

1. Access the Ticket Groups tab by navigating to Tickets > Config.
2. Click Wizard.
3. Select Modify Existing Ticket Group and click Next.
4. Select the required ticket group or a user group name and click Next.
5. Modify the following field values and click Next.
   • Match IP addr/Group
   • Match Expression
6. Update the threshold values and click Next.
7. Update the ticket text and click Finish.