You can use the OpenTicket.exe program to open a ticket through a script or command-line prompt. The program is located in the installationDirectory/system directory of the BMC Defender Server.

Replace installationDirectory with the directory in which you installed the product. The default directory is C:\Program Files\BMC Software\BMC Defender.

The OpenTicket.exe program is used by the TICKET.bat correlation action. Execute the script in the system directory to located the ../ticket directory.

Example

To open a ticket at a command prompt, change working directories to the system directory and run the following command:

OpenTicket.exe admin "This is the ticket text" 4

This command creates a new ticket in the Tickets tab. The ticket is assigned to admin and has a severity of Warning (4)

The OpenTicket.exe program uses the following arguments:

• Assigned user
• Ticket content
• Ticket severity (from 0=emergency to 7=debug)

You can execute the OpenTicket.exe program with no arguments to receive brief help.

If the OpenTicket.exe program is executed as a correlation action program, such as using the TICKET.bat action program, the related message is added to the ticket. If the program is executed at a command prompt, without benefit of the BMC Defender Server environment, a related message is not associated with the ticket.

When you open tickets through the Correlation > Actions facility, the associated message exists. The administrator can configure Alert Variables, such as $T_RELATED_MESSAGE as well as the $T_PARSE() variable as part of the ticket text, which is especially useful for correlating the message further. One application of this feature is to add data enrichment using the $T_PARSE function with the $maplist() parse function, such as the following ticket text:

$T_PARSE ( $maplist ( $1, @@mylist@@ ) ) - Ticket opened.

Finally, because it is possible for an errant script to flood the system with tickets, the OpenTicket.exe program uses a throttle value that limits the number of executions per minute. The throttle value is on the Tickets > Config > Parms page and, by default, has a maximum value of 20 executions per minute.