Ticket Templates

Ticket templates enables the customization of ticket fields during ticket creation and specific ticket update scenarios.

Each customer may prefer ticket details to be captured uniquely. With the help of ticket templates they can define the rules based on which ticket field customizations can be controlled.

Ticket templates allows admins to set up field customizations in ticket create and certain update scenarios as listed below.

Scenarios where ticket templates can be used	Permitted fields	Non-Permitted fields	Permitted alert attributes	Non-Permitted alert attributes	Mandatory?	Can default template be set?
Create new ticket - due to alert correlation, due to ACK ticket threshold breach, manually by using ‘Create Ticket’ option in Correlated Alerts pop-up screen	Any except the non-permitted fields	NA	Base alert, Ticket triggering alert	Current alert	Mandatory. If not set up, ticket creation will fail and alerts will go to correlation incomplete status.	Yes
Ticket update when a new alert is correlated into a ticket	Any except the non-permitted fields	assignment_group.link, assignment_group.display_value, assigned_to.link, assigned_to.display_value, description, state	Base alert, Current alert, Ticket triggering alert	NA	Optional	Yes
Ticket reassignment from Virtual Engineer	Any except the non-permitted fields	NA	Base alert, Ticket triggering alert	Current alert	Optional	Yes

Default ticket templates
Users can create default templates that do not have to be associated with any rule. These templates will define the default ticket updates by AIOps, during ticket create and Re-assignment from Virtual Engineer scenarios. These templates can be used when a customer wants the same ticket updates irrespective of alert parameters and does not want to set up any customization. For customers that do have custom ticket templates set up, this default template will be used when system cannot find a match. These templates do not have any precedence value set.

Note: Installation engineers must define templates to use during ticket creation step. This is a mandatory step without which ticket creation will fail and alerts will be moved to correlation incomplete status.

API Details:
Ticket Template APIs - https://smartops-dev03.eastus.cloudapp.azure.com/paas/itops/alertmapping/swagger#/Template

Sample ticket templates
https://dev.azure.com/USTInnovationEngineering/SmartOps/_wiki/wikis/SmartOps.wiki/1712/Sample-ticket-templates