Editing ticket parameters

To update the parameter values

1. Navigate to Tickets > Config > Parms.

2. Click Edit and update the following values as required:

   Field	Description
   Ticket Action Master Enable	Enable or disable the running of all actions on the system Use this parameter as a master override and disable.  If you set the value to Disabled, the only other parameter on this tab that is in effect is Handle Duplicate Tickets.
   Max E-Mail Tickets Per Minute	Maximum number of times to run the SENDMAIL ticket actions per minute Use this parameter to limit the load on the configured SMTP server and the number of ticket emails generated. The default value is ten runs per minute.
   Max Help Desk Tickets Per Minute	Maximum number of times to run the HELPDESK actions per minute Use this parameter to limit the load on the configured Helpdesk server. The default value is ten runs per minute.
   Max OpenTicket.Exe Per Minute	Maximum number of times to run the OpenTicket.exe program per minute Use this parameter with the TICKET.bat correlation action to limit the number of tickets that can be opened by using scripted systems. The OpenTicket.exe program is a standard command-line utility located in the BMC Defender Server system directory. The utility limits the rate at which a script can open tickets. For more details, see OpenTicket-exe-command-line-executable.
   Throttle State Message Severity	Severity of the generated internal BMC Defender Server message Messages are generated when any of the preceding messages-per-minute throttles are activated, which results in limiting the run of a ticket action program.
   Handle Duplicate Tickets	Method for opening tickets with the same day and content on the system Use this parameter to reduce the number of open tickets.  Select one of the following values: Auto-Close—Automatically close an existing ticket with the same day and content before opening the new ticket. If the same ticket opens repeatedly, only one occurrence of the ticket is displayed on the Open tab, making the ticket more pertinent and obvious. Bypass—Bypass any ticket and ticket action if a ticket already exists with the same day and content. Important If Handle Duplicate Tickets is set to Auto-Close, any ticket action (such as sending an email) runs. Setting the value to Bypass suppresses any ticket action and update of the ticket system when a duplicate ticket exists.
   Auto-Flag Related Devices and Users	Whether to automatically set a visible flag for devices and users when a ticket refers to these items Set one of the following options: Enabled—A small flag image is displayed next to devices and users that are referenced by a ticket. You can then manually clear the flags or clear them automatically according to the Flag Expiration Time setting. Disabled—All current flag are cleared and no new flags are added.
   Flag Expiration Time	After how long to automatically clear flags from devices and users You must set Auto-Flag Related Devices and Users to Enabled to use this parameter. After the specified period of time (by default, one day) a flagged device or user is automatically cleared, removing any visible flag indicator from BMC Defender Server tabs.
   Max $T_ Insert Size	Maximum length of the ticket text Use this parameter for a more aesthetic and meaningful ticket by preventing a large related message that is included in the ticket text from using the entire text space of a ticket.

3. Click Commit.

The message-per-minute throttles provide an extra layer of safety. BMC Defender Server tickets are opened by alert or pattern facilities and these facilities limit the number of tickets to a set count per interval. Therefore, the throttles on this tab are rarely used. They are provided to ensure that BMC Defender Server does not overload the configured SMTP server, EPO server, or help desk system.

To configure the ticket resolution text

You can configure ticket resolution options to append to ticket text when you edit a ticket from the Tickets > Opened and Tickets > Closed tabs. By default, the system comes with a set of ticket resolutions, such as Known Issue and False Positive.

As an administrator, you can edit or add to the list of resolutions, which can then be selected when editing a ticket. For more information about Insert Resolution Flag, see Opening-editing-and-closing-tickets. To configure ticket resolution text, perform the following steps:

1. Navigate to Tickets > Config > Parms.
2. Next to Edit Ticket Resolution Flags, click Edit.
3. Enter a ticket resolution text up to 30 characters long. 
   You can enter up to 50 flags. Make sure that one resolution is displayed on each line and that each resolution ends with a period.
4. Click Commit. 

To disable a ticket action program

You can disable ticket actions (such as email messages) based on a specific weekday schedule. To disable a ticket action program, perform the following steps:

1. Navigate to Tickets > Config > Parms.
2. Next to Edit Scheduled Disables, click Edit.

3. Select the start time and span hours for a given day, and specify the severity and range.
   

   Select one of the following match criteria:

   • EQ—equals
   • LE—less than or equal to
   • GE—greater than or equal to
   • NE—not equal to

   
   

   Select one of the following severities:

   • debug
   • info
   • notice
   • warning
   • error
   • critical
   • alert
   • emergency

   For more information about severity codes, see Severity-codes-and-their-meaning.

   Important

   • If Disable Time Range values overlap, the second value is ignored.
     For example, you can schedule Sunday at 23:00 + 22 hours, and Monday at 02:00 + 7 hours. In this case, the second value (Monday at 02:00 + 7 hours) is ignored.
   • You can disable ticket action programs only if they match the specified severity range, such as less than (LT) or equal to (EQ).
4. Click Commit to save the settings.

To disable tickets based on trigger states

You can disable the creation of tickets that match specified triggers. You can disable the ticket creation for all matching messages or for matching messages on related devices.

1. Navigate to Tickets > Config > Parms.
2. Next to Edit Trigger State Disables, click Edit.
3. In the Disable Ticket On Trigger Set column, select a trigger.
   For more information about correlation triggers, see Using-correlation-triggers.
4. In the Trigger Content column, select All Messages or Related Device.
5. Click Commit to save the settings.