Creating Multiple Tickets in Remedy System

To create multiple tickets in Remedy System via IdentityIQ, add the following attributes in the remedy-integration.xml file:

• multipleTicket: If multipleTicket attribute is defined, then the value can be one of the following:

  Default value: true

  • True: A separate Remedy ticket would be created for each line item from the IdentityIQ access request.

  • False: Single Remedy ticket would be created against all line items from the IdentityIQ access request.

  The format of the entry is as follows:

  <entry key='multipleTicket' value='true'/>

• groupTicketBy: If groupTicketBy attribute is defined, then value can be one of the following:

  Default value: none

  • none: If the attribute is not defined or if attribute value is other than Application, then IdentityIQ sets this attribute to none.

  • Application: If the attribute value is Application and multipleTicket=true, then IdentityIQ access request lines from the same application would be moved to a single ticket.

  The format of the entry is as follows:

  <entry key='groupTicketBy' value='none'/>

  For example, the multipleTicket and groupTicketBy keys can be placed in the Integration configuration file as follows:

  Copy

  <IntegrationConfig>
    <Attributes>
      <Map>
        <entry key="multipleTicket" value="true"/>
        <entry key='groupTicketBy' value='none'/>
        <entry key="provision">
          <value>
            <Map>
              <entry key="endpoint" value="%%REMEDY_REQ_TICKET_ENDPOINT%%"/>
            ...
            ...
            ...
            </Map>
          </value>
        </entry>
      </Map>
    </Attributes>
  <IntegrationConfig>