This chapter provides a brief overview of additional features in SL1 that can help you with incident management and workflow.
Use the following menu options to navigate the SL1 user interface:
- To view a pop-out list of menu options, click the menu icon (
). - To view a page containing all of the menu options, click the Advanced menu icon (
).
Parent & Child Tickets
SL1 allows you to align tickets in parent-child relationships. You can create parent-child relationships when multiple tickets exist for a single issue, or if multiple tickets are related or interdependent. Keep in mind when creating parent-child relationships that:
- When the parent ticket is resolved, all children tickets are automatically resolved.
- Moving the parent ticket to another queue has no effect on the children tickets.
- Changing the severity of the parent ticket has no effect on the children tickets.
- Except for "Resolved," changing the status of the parent ticket has no effect upon the children tickets.
- Likewise, changing the queue, severity, or status of a child ticket has no effect upon the parent ticket.
For details on parent-child relationships, see
Multiple Events Aligned with a Single Ticket
SL1 allows you to associate an existing ticket with an event, even if the ticket was not originally created from an event. This is helpful when you want to automatically clear an event when a ticket has been resolved. You can also change the event associated with an existing ticket.
If a ticket addresses multiple events, you might find it helpful to align the ticket with multiple events. When the ticket is resolved, SL1 can automatically clear the selected event or events.
For details on aligning events and tickets, see
Chargeback
SL1 includes a tool that allows you to align a ticket with a product or service and then track the hours worked on a ticket. The combination of product or service plus the number of hours worked make up a chargeback service.
To view a list of product or service offerings, see the Product Catalog page (Registry > Business Services > Product Catalog). When you align a chargeback service with a ticket, SL1 automatically adds a note to the Notes & Attachments pane of the ticket.
You can also generate a Quick Report on chargeback services for each organization (Reports > Create Report > Quick Report > Ticket Billing). You can use this Quick Report to create a bill for each organization.
For details on chargeback services, see
For details on products and services, see
For more details on the Ticket Billing report, see
Watchers
By default, SL1 automatically generates an email to the ticket creator and ticket assignee when:
- A ticket is created
- A ticket is assigned to a user
- A ticket is updated
You can also assign a watcher to the ticket. A ticket watcher is a user (in addition to the ticket's creator or assignee) who receives email updates about the ticket. If a watcher is added to a ticket, SL1 automatically sends the watcher emails when the ticket is created, assigned to another user, or changes status.
For details on watchers, see
Scheduled Tickets
Scheduled tickets, also called recurring tickets, are tickets that are automatically generated at regular intervals. For example, recurring tickets can be defined for daily, monthly, or weekly maintenance tasks. Users can then use all the ticket tools and reports in SL1 to track and monitor these recurring tasks.
For details on creating and managing scheduled tickets, see
Custom States
A custom ticket state is an additional ticket parameter. The definition of a ticket state includes logic that you can use to control workflow.
Using a custom ticket state, you can specify that tickets with the custom state always have a specified status and ticket queue. You can also specify that tickets with a custom state can be moved only to specified ticket queues and can be changed only to specified custom states.
For details on custom states, see
Ticket History
The Ticket Editor page for each ticket includes a Logs tab that leads to the Ticket Logs page. The Ticket Logs page displays a history of the selected ticket. Each change to the ticket, from its creation to the current time, is displayed in a table in the Ticket Logs page. The table lists these changes chronologically, with the oldest first.
For details on ticket logs, see
Run Book Automation
Run Book Automation is a powerful tool that allows you to define automatic actions that SL1 performs in response to events and additional event conditions.
Using Run Book Automation, you can have SL1 automatically send emails, create a new ticket, update an existing ticket, or run a custom Python script (among other actions). You can use Run Book Automation to automate your workflow and ensure uniformity.
For details on Run Book Automation, see
Select Objects and Form Fields
You can use Select Objects to customize the entries that appear in drop-down lists throughout SL1. You can use Select Objects to customize the ticketing interface and other interfaces in your workflow.
You can use Form Fields to add custom fields and custom tabbed pages. You can use Form Fields to customize the ticketing interface and other interfaces in your workflow.
For details on Select Objects and Form Fields, see