Splunk® Common Information Model Add-on

Common Information Model Add-on Manual

This documentation does not apply to the most recent version of Splunk® Common Information Model Add-on. For documentation on the most recent version, go to the latest release.

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.
Last modified on 22 February, 2019
Splunk Audit Logs   Updates

This documentation applies to the following versions of Splunk® Common Information Model Add-on: 4.1.0, 4.1.1, 4.2.0, 4.3.0, 4.3.1, 4.4.0, 4.5.0, 4.6.0, 4.7.0, 4.8.0, 4.9.0, 4.9.1, 4.10.0, 4.11.0, 4.12.0


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