Ticket Settings and Customization

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Skylar One includes various features to customize ticketing, including global settings, settings that affect how users interact with tickets, and ticket customization. You can use global features to affect data retention and Email settings. You can customize the ticketing interface with form fields, and you can grant users access permissions to determine how they can use the ticketing system.

Ticket Attachment Blacklist

The Ticket Attachment Blacklist page (Registry > Ticketing > Attachment Blacklist) displays a list of all file types that cannot be attached to a ScienceLogic ticket. You can define, edit, and delete blacklist items from this page.

If you try to attach a file to a ticket note and that file matches a blacklist item, Skylar One will prevent the attachment from being uploaded and display an error message.

The blacklist items apply to ticket notes created with a ticket from email policy, in the Ticket Editor, or in the ScienceLogic API.

Viewing the List of Blacklist Items

The Ticket Attachment Blacklist page (Registry > Ticketing > Attachment Blacklist) displays the following information about each blocklisted item:

  • File Extension. The file extension that is blocklisted.
  • Description. Description of the file extension.

To sort the list, click on a column heading. The list will be sorted by the column value, in ascending order. To sort the list in descending order, click the column heading again. You can also filter the items on this inventory page by typing filter text or selecting filter options in one or more of the filters found above the columns on the page. For more information, see Filtering the Items on a Classic Page in the Introduction to Skylar One manual.

Creating a Blacklist Item

To define a new blacklist item:

  1. Go to the Ticket Attachment Blacklist page (Registry > Ticketing > Attachment Blacklist).
  2. In the the Ticket Attachment Blacklist page, click the Create button.
  3. The Create a new blacklist item modal page appears. Supply values in each field:
  • File Extension. Specify the file extension that you want to prohibit from ticket attachments. All files with this extension will be prohibited from ticket notes. Do not include the leading period (.).
  • Description. Type a description of the blacklist item.
  1. Click Save to save the new blacklist item.

Editing a Blocklist Item

To edit an existing blocklist item:

  1. Go to the Ticket Attachment Blacklist page (Registry > Ticketing > Attachment Blacklist).
  2. In the Ticket Attachment Blacklist page, find the blocklist item you want to edit and click its wrench icon (wrench icon).
  3. The Editing blacklist item modal page appears. You can edit one or both of the following fields:
  • File Extension. Specify the file extension that you want to prohibit from ticket attachments. All files with this extension will be prohibited from ticket notes. Do not include the leading period (.).
  • Description. A description of the blocklist item.
  1. Click Save to save the new blocklist item.

Deleting One or More Blocklist Items

From the the Ticket Attachment Blacklist page, you can delete one or multiple blocklist items. To do so:

  1. Go to the Ticket Attachment Blacklist page (Registry > Ticketing > Attachment Blacklist).
  2. In the Ticket Attachment Blacklist page, select the checkbox for each blocklist item you want to delete. To select all checkboxes for all blocklist items, select the checkbox at the top of the page.
  3. In the Select Action drop-down list, select DELETE Blacklist Items.
  4. Click Go to delete the selected blocklist items.

System Settings

Skylar One includes a set of global configuration settings that affect all the pages and policies in Skylar One. Some of these global settings affect tickets and ticketing. These settings will be described in this section.

The Data Retention Settings page (System > Settings > Data Retention) defines the number of months to retain logs for resolved tickets. To use this global setting:

  1. Go to the Data Retention Settings page (System > Settings > Data Retention).
  2. The Resolved Ticket slider determines the number of months a resolved ticket will retain its log information.
  3. You can move the slider to the left or right to set the amount of time Skylar One will retain logs for a resolved ticket. You can manually enter a value in the field to the far right of the slider. Log entries that are older than the specified number of months are automatically deleted.
  4. Select the Save button to save your changes.

In the Email Settings page (System > Settings > Email) you can define a global setting that affects ticket Emails. To use this global setting:

  1. Go to the Email Settings page (System > Settings > Email).
  2. The Escalation Notify Subject field allows you to include default "Subject" text in Emails generated by Ticket Escalation policies. This field can include up to 64 characters, including one or more variables. For the list of variables, see the table in Creating a Ticket Template.
  3. Select the Save button to save the global setting.

The Behavior Settings page (System > Settings > Behavior) allows you to define global parameters that affect ticketing.

To define or edit the ticketing settings in the Behavior Settings page:

  1. Go to the Behavior Settings page (System > Settings > Behavior).
  2. In the Behavior Settings page, edit the value in the following field:

    This section includes an abbreviated list of fields. For a description of all the fields in this page, select the Guide button in the Behavior Settings page.

  • Event Console Ticket Life Ring Button Behavior. Specifies how the life ring icon (life-ring icon) in the Event Console will behave. Choices are:
  • Create/View EM7 Ticket. When you select the life-ring icon (life-ring icon) for an event in the Event Console, Skylar One will display the Ticket Editor page, where you can define a ScienceLogic ticket and automatically associate it with the selected event. This is the default behavior.
  • Create/View External Ticket. If an external ticket is aligned with an event, when you select the life-ring icon (life-ring icon) for that event (from the Event Console), Skylar One spawns a new window and displays the external ticket (as specified in the force_ticket_uri field). If an external ticket is not yet aligned with an event, when you select the life-ring icon (life-ring icon) for that event, Skylar One sets a "request" flag for the ticket and displays an acknowledgment that a new ticket has been requested. You can then use the "request" in run book logic, to create the ticket on the external system.

    • If you select Create / View External Ticket in the Ticket Life Ring Button Behavior field, you can no longer create ScienceLogic tickets from the Event Console.

  • Hide "New" button on the Ticket Editor. If you select this checkbox, theTicket Editor page will not display the New button. This field is unselected by default.
  • Hide "Create a Ticket" in Toolbox menu. If you select this checkbox, the Toolbox menu (three stacked horizontal lines in the upper-left corner) will not display the Create a Ticket option. This field is unselected by default.
  1. Select the Save button to save changes in this page.

For more information about integrating events with external tickets, see the Events section.

Customizing Ticket Fields

In addition to the default set of ticket forms, you can add additional custom forms that will appear for all tickets.

Custom fields are called embedded forms and appear in the Ticket Editor page. You can define only one embedded form for Ticketing.

Custom tabs are called tabbed forms and appear as a new, user-defined tab in the Ticket panel (the set of tabs that appears when you edit a ticket). You can define as many tabbed forms as you need.

For information about creating embedded and tabbed forms for tickets in Skylar One, see the Customizing User Experience section.

Access Keys and Permissions

Access Hooks and Access Keys control user access to Tickets and all actions that can be performed on tickets.

An Access Hook controls access to a specific action that can be performed in the user interface. These actions include navigating to a page and viewing and editing information in the system. Access Hooks are intentionally granular, to allow administrators to tightly control access to Skylar One. For example, an Access Hook "Ticket:View Any" allows a user to view all tickets, but not create or edit tickets.

Access Hooks cannot be directly granted to a user account. To grant the "Ticket:View Any" privilege to a user, the Access Hook must be included in an Access Key.

An Access Key is a group of one or more Access Hooks. When you associate an Access Key with a user account, the user is granted all the Access Hooks within the Access Key. For example, you could create an Access Key called "Manage Tickets." That Access Key could include three Access Hooks: "Ticketing/Ticket: View (allows you to view the Ticket Console page), Ticket:View Any, and Ticket:Edit.

Access Keys can be assigned to a user, and can affect the way they are able to view, create, and edit tickets. To read more about access hooks and keys, see the Access Permissions section.