

[[ref-ticketing-tsrm]]
= TSRM Ticketing Plugin
:description: Learn how to set up and use the TSRM Ticketing Plugin to create Tivoli Service Request Manager incidents in response to {page-component-title} alarms.

The TSRM ticketing plugin creates TSRM incidents in response to {page-component-title} alarms.

[[ref-ticketing-tsrm-setup]]
== Setup

Configure the plugin options by setting the following properties in `$\{OPENNMS_HOME}/etc/tsrm.properties`:

[options="header, autowidth"]
[cols="1,1"]
|===
| Name
| Description

| tsrm.url
| TSRM Endpoint URL

| tsrm.ssl.strict
| Strict SSL Check (true/false)

| tsrm.status.open
| TSRM status for open ticket

| tsrm.status.close
| TSRM status for closed ticket
|===

. To make the ticketer system start automatically on future service starts, add the line `tsrm-troubleticketer` to the file `$\{OPENNMS_HOME}/etc/featuresBoot.d/ticketer.boot`.
(Create the file if it does not exist.)

To make the ticketer system start now, log in to the Karaf shell and run the following command to load the feature:

 feature:install tsrm-troubleticketer

The plugin should be ready to use.

== Mapping OpenNMS Ticket with TSRM Incident

The following tables show mapping between OpenNMS ticket and TSRM incident.

[options="header, autowidth"]
[cols='1,1']
|===
| Ticket Field
| TSRM Incident Field

| id
| TICKETID

| state
| STATUS

| summary
| DESCRIPTION

| details
| DESCRIPTIONLONGDESCRIPTION

| user
| REPORTEDBY
|===

The fields below are not part of a ticket; you need to add them as attributes.

[options="header, autowidth"]
[cols='1,1']
|===
|   Ticket Field
| TSRM Incident Field

| affectedPerson
| AFFECTEDPERSON

| assetNum
| ASSETNUM

| classId
| CLASS

| classStructureId
| CLASSSTRUCTUREID

| commodity
| COMMODITY

| location
| LOCATION

| ownerGroup
| OWNERGROUP

| shsCallerType
| SHSCALLERTYPE

| shsReasonForOutage
| SHSREASONFOROUTAGE

| shsResolution
| SHSRESOLUTION

| shsRoomNumber
| SHSROOMNUMBER

| siteId
| SITEID

| source
| source

| statusIface
| STATUSIFACE
|===

[[ref-ticketing-tsrm-troubleshooting]]
== Troubleshooting

When troubleshooting, consult the following log files:

* `$\{OPENNMS_HOME}/data/log/karaf.log`
* `$\{OPENNMS_HOME}/logs/trouble-ticketer.log`
