Create Ticket Action properties list is empty

Document ID : KB000021488
Last Modified Date : 14/02/2018
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Issue:

In SOI Console GUI - Create Escalation Rule, to allow a user to create a Ticket in the Helpdesk configured in SOI from a selected alarm -> right click Alarm -> submit Ticket -> Create Ticket Action

On the Properties Panel no property is displayed.

Figure 1

Environment:

SOI 3.x

SOI 4.x

Solution:

The content of the Properties fields are from the "HelpdeskConfiguration" table in the "SAMStore" database. This table is populated during installation.

The content of this table can be populated manually by executing the query \SOI\SAMStore\Data\SAMStoreData_HelpDeskConfiguration.sql in the MS SQL Server Management Studio for SAMStore database.

Preferred sequence is:

  • Shutdown UI server and manager
  • Update the database table
  • Restart the services