Enabling Ticket Enrichment is causing auto ticket generation

Products

• DX OI SaaS

Issue/Introduction

We ONLY have manual ticket alarms enabled in DX. User must perform create ticket action - no auto ticketing is enabled

Yesterday we added 4 automatic ticket enrichment policies. Since these were enabled - DX is AUTO GENERATING tickets for alarms that match these 4 policies.

 

Environment

Release : SAAS

Resolution

Adding a mapping field to a policy is generating an autoticket

What we did :

-Removed mapping field in policy . Still autoticketing

- Removed linking and generates autoticketing with the default template

-In policy removed channel . Then not getting alarm or ticketing.

-Manual ticket enrichement is working.

-Deleted Policy Getting tickets with default templates 

- Now have Ticket enrichment rules but not linked . Channel has no mappings