Creating Multiple Tickets in BMC Helix ITSM Service Desk System
To create multiple tickets in the BMC Helix ITSM Service Desk System using IdentityIQ, add the following attributes in the IdentityIQforBMCHelixITSMServiceDesk.xml file:
-
multipleTicket
: You can specify the following values:-
true
: A separate BMC Helix ITSM Service Desk ticket is created for each line item from the IdentityIQ access request. -
false
(this is the default): A single BMC Helix ITSM Service Desk ticket is created against all line items from the IdentityIQ access request.The entries use the following format:
<entry key='multipleTicket' value='false'/>
-
-
groupTicketBy
: You can specify the following values:-
none
: If the attribute is not defined or if the attribute value is other thanApplication
, then IdentityIQ sets this attribute tonone
. -
Application
(this is the default): If the attribute value isApplication
andmultipleTicket=true
, then IdentityIQ access request lines from the same application are moved to a single ticket.The entries use the following format:
<entry key='groupTicketBy' value='Application'/>
-
For example, you can enter the multipleTicket
and groupTicketBy
keys in the integration configuration file as follows:
<entry key='multipleTicket' value='true'/>
<entry key='groupTicketBy' value='Application'/>