Courion Tip – Ticketing and Targets…

Ever notice stuff like %PMM-Gateway-Cnctr.xxxxxxxxxxxx.Account Password.Native Status% in your ticketing table and wonder where it comes from?  Well, your ticketing table and your targets are out of line. Let me give you an example of how I was able to use this as diagnostics…This issue with ticketing CAN be used to your advantage…

I went thru each workflow on server xyzzy, target information and wrote this down:

Workflow name Number of screens Number of targets on last screen
New Hire 34 6
Retry 34 7
Change 34 6
Reset 34 6
Transparent 34 7

SO, I re-created the ticketing target status on the self service change (which means it will have all targets – including the “extra one”, and, yes it was boring)

Then I copied the target status from that workflow to self service pwd reset, and did a self reset. In ticketing, I get this:

2/17/2010 4:30:00 PM    SelfService_Pwd_Reset  Somesystem %PMM-Gateway-nctr. NameOfExtraItem. Account Password. Native Status% Success

This now tells me that self service change has an extra target, and that self service reset doesn’t. And it tells me what item it is (I had to obscure the example to keep from getting out of trouble with the powers that be).

So, I sent an email to the team in charge of that system asking if it is a valid target, and they said no…

I will be “scrubbing” that target from our system, and verifying that it doesn’t exist on the other servers…Otherwise,tracking down the discrepancy would have been even more painful..SO, what might seem like a flaw can be used to your advantage!!

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Posted February 17, 2010 by mmdmurphy in Courion Tip

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