Both Admins and Users can list Tickets. Ticket Orchestrator maintains a database of tickets captured from configured plugins. All users can list the available tickets, view ticket metadata, and filter the tickets.
- Go to Ticket Orchestrator > Tickets. The Tickets list is paginated with a default count of 10 tickets displayed. The records are sorted in descending order of most recently created (by default) as shown in the Created At column. The order can be reversed by clicking on the up/down arrows next to the column header.
New tickets will be generated from upcoming fetched alerts/events.
- After creating the desired filter (using the same method as was used for creating alert filter), click Apply Filter. Tickets matching the filtering criteria will be listed.
- To remove the custom filter, click the Delete Filter option. This removes the applied filter and fallbacks to the default ticker filter. Tickets matching the default filter will be listed.
- You can copy the filter string that can be used as a foundation of a business rule.
- You can also enter filter queries manually and can paste previously created filters.
- Expand ticket information by selecting the down carrot in the Ticket summary table.
- You can retry tickets by selecting the failed tickets and clicking the Retry icon.
Approve and Decline Options
Users can also approve or decline the selected tickets.
- Approve Tickets: Approves all selected tickets. Only tickets with the status Pending Approval will be considered.
- Decline Tickets: Declines all selected tickets. Only tickets with the status Pending Approval or Scheduled will be considered.
Different Approval Status
We have different approval status in Ticket Orchestrator > Tickets.
- Not Required : When the Require Approval toggle is turned off in queues, the approval status is set to Not Required.
- Pending Approval: When the Require Approval toggle is enabled, tickets require manual approval, at that time tickets approval status is Pending Approval.
- Scheduled: When approve tickets option is clicked for the selected tickets, then tickets Approval status is updated to Scheduled.
- Approved: After the status is Scheduled, it changes to Approved.
- Declined: When tickets are in Pending Approval status and the Decline option is selected, the ticket’s approval status is updated to Declined.