Proval Ticket Creation Template

Summary

This document establishes a new standard for creating tickets for our clients.

Implementation of this Script

Required Globals

1. Set a global property named TicketCreateSubject and populate it with the desired ticket subject line for tickets created from your script.
2. Set a global property named TicketCreationCategory and populate it with the desired ticket creation category that should be assigned to any ticket created by this script.
3. Set a global property named TicketFinishUserName and populate it with the desired username to be used when creating, commenting on, or finishing a ticket created by this script.
4. Set a global property named DoNotCommentOpenTicket and populate it with a 1 or 0; setting this to 1 will disable commenting on open tickets, reducing noise in ticket management.

In the Script Requirements

1. Set the following variable at the beginning of your script:
   • Set a variable named TickID. It must be set as follows:

     SELECT IFNULL(MAX(Ticketid),0) FROM Tickets WHERE subject LIKE '@TicketCreateSubject@' AND status IN (1,2,3) AND computerid = '%Computerid%'

2. When you are in your resolved state (or success state), do the following:
   • Set a variable check:
     • If TickID = 0, then you should exit.
   • Set a variable named TicketFinishBody; it should contain the constant value you wish to set as the body of a ticket when you finish it.
   • Call a label named ticketing.
3. When you are in your problem state (failed state), do the following:
   • Set a variable named TicketBody; it should contain the constant value you wish to set as the body of a ticket when you are creating or commenting on a ticket.
     • You can technically modify and add to this body if you desire by doing something like TicketBody = TicketBody + (add whatever you want here after).
   • Call a label named ticketing.
4. Set a label named ticketing:
   1. Run the Proval Ticket Creation Template.
   2. Return from the call to ticketing.

Example Script

• The Proval Ticket Creation Template example can be referenced to see how to use this script.
• Sentinel One Settings Verification uses this script.

Variables

Name	Description
VarLog	A running variable to hold information on important steps in this script.

Output

• Adds to a variable VarLog to be displayed in a parent ticket.