Ticket Management

The fields and tags in the Ticket Management data model describe service requests and their states in ITIL-influenced service desks, bug trackers, simple ticket systems, or GRC systems. They can help you establish a domain’s data requirements so you can create apps that support each other.

Note: A dataset is a component of a data model. In versions of the Splunk platform prior to version 6.5.0, these were referred to as data model objects.

Tags used with Ticket Management event datasets

The following tags act as constraints to identify your events as being relevant to this data model. For more information, see How to use these reference tables.

Dataset name	Tag name
All_Ticket_Management	ticketing
|____Change	change
|____Incident	incident
|____Problem	problem

Fields for Ticket Management event datasets

The following table lists the extracted and calculated fields for the event datasets in the model. The table does not include any inherited fields. For more information, see How to use these reference tables.

Dataset name	Field name	Data type	Description	Possible values
All_Ticket_Management	affect_dest	string	Destinations affected by the service request.
All_Ticket_Management	comments	string	Comments about the service request.
All_Ticket_Management	description	string	The description of the service request.
All_Ticket_Management	dest	string	The destination of the service request. You can alias this from more specific fields, such as dest_host, dest_ip, or dest_name.
All_Ticket_Management	dest_bunit	string	The business unit associated with the destination user or entity of the triggering events, if applicable. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	dest_category	string	The category of the destination. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	dest_priority	string	The priority of the destination. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	priority	string	The relative priority of the service request.
All_Ticket_Management	severity	string	The relative severity of the service request.
All_Ticket_Management	src_user	string	The user or entity creating or triggering the ticket, if applicable.
All_Ticket_Management	src_user_bunit	string	The business unit associated with the source user or entity within the triggering events, if applicable. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	src_user_category	string	The category associated with the user or entity that triggered the service request. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	src_user_priority	string	The priority associated with the user or entity that triggered the service request. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	status	string	The relative status of the service request.
All_Ticket_Management	tag	string	This automatically generated field is used to access tags from within data models. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	ticket_id	string	An identification name, code, or number for the service request.
All_Ticket_Management	time_submitted	time	The time that the src_user submitted the service request.
All_Ticket_Management	user	string	The name of the user or entity that is assigned to the ticket, if applicable.
All_Ticket_Management	user_bunit	string	The business unit associated with the user or entity that is carrying out the service request, if applicable. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	user_category	string	The category associated with the user or entity that is assigned to carry out the service request, if applicable. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
All_Ticket_Management	user_priority	string	The priority of the user or entity that is assigned to carry out the service request, if applicable. This field is automatically provided by asset and identity correlation features of applications like Splunk Enterprise Security. Do not define extractions for this field when writing add-ons.
Change	change	string	Designation for a request for change (RFC) that is raised to modify an IT service to resolve an incident or problem.
Incident	incident	string	The incident that triggered the service request. Can be a rare occurrence, or something that happens more frequently. An incident that occurs on a frequent basis can also be classified as a problem.
Problem	problem	string	When multiple occurrences of related incidents are observed, they are collectively designated with a single problem value. Problem management differs from the process of managing an isolated incident. Often problems are managed by a specific set of staff and through a problem management process.