A ticket is an object in Data Governance and Catalog that either tracks the workflow for a particular asset or can be created to notify the stakeholders of an asset about any issue that may need remediation.
If the administrator has configured workflow approvals, the system creates a ticket when a user attempts to create an asset, to modify an asset, or to remediate a poor data quality score in a rule occurrence. After a ticket is created, Data Governance and Catalog starts the workflow that is associated with the asset type. To view all tickets that the system has created for the asset, open the Tickets tab of the asset.
You can use the following types of tickets in the workflow of an asset:
•Approval Request for Create. Use this ticket to start a workflow when you want to create an asset.
•Approval Request for Change. Use this ticket to start a workflow when you want to modify an asset.
•Data Quality Failure. Use this ticket to start a workflow when you want to remediate a poor data quality score in a rule occurrence.
The following image shows the Tickets widget with a sample workflow ticket:
The following image shows the sections that appear on the Overview tab of a ticket:
The following table describes the sections that appear on the Overview tab of a ticket:
Section
Description
Approver
You can view the following properties in the Approver section:
- Assigned To. Details of the stakeholder that is responsible for approving the change.
- Description. Details of the action taken as specified by the stakeholder.
- Due Date. Date by which the participant should complete the current task.
Note: This section appears only on open tickets.
Description
Description of the ticket.
Workflow Overview
A pictorial representation of the workflow that is used for the asset.
Workflow Timeline
A summary of the progression of events in the workflow.
Changes
A summary of the changes made to the asset as part of this ticket. You can view the following properties in the Changes section:
- Field. An attribute of the asset.
- Original Value. The current value assigned to the attribute.
- New Value. The new value assigned to the attribute
To view the changes, use the Highlight Changes check box.
Resolution
Indicates whether or not the ticket is resolved.
Asset Details
Details of the asset for which the ticket was created.
Stakeholders
Details of the users that are assigned as stakeholders for the asset.
Status
Details of the user that created the workflow and the latest user that updated the workflow. You can view the following properites in the Status section:
- Created By. Details of the user that created the ticket.
- Updated By. Details of the user that last updated the ticket.
Creating a ticket
Create a workflow ticket when you create an asset, modify an asset, or report a data quality failure. Use a ticket with a workflow to provide a controlled and audited change approval process. The ticket that you create can be assigned to one or more workflows for an asset, or associated with one or more assets.
To create a ticket, perform the following steps:
1Open the New dialog box.
2In the New dialog box, select Others > Ticket.
3On the New Ticket page, configure the ticket properties.
The following table describes the properties that you can configure on the New Ticket page:
Property
Description
Name
Enter a name for the ticket.
Type
Select one of the following ticket types:
- Approval Request for Create. Select if you want to create an asset.
- Approval Request for Change. Select if you want to modify an asset.
- Data Quality Failure. Select if you want to report data quality failure issues.
Asset Details
To create an Approval Request for Create or an Approval Request for Change ticket, select an existing asset from the list of assets in the Select Assets dialog box.
To create a Data Quality Failure ticket, configure the following fields:
- Data Element. Select an existing data element from the system or the catalog source.
Note: If you have selected rule occurrences generated from data quality score cards, this field is not mandatory.
- Rule Occurrences. This is a mandatory field. Select manually created, automatically generated, or data quality score card-generated rule occurrences from the list.
Severity
Specify the severity of the ticket. You can configure one of the following statuses:
- High
- Medium
- Low
Urgency
Specify the urgency of the ticket. You can configure one of the following urgency values:
- Blocker
- Major
- Minor
Status
Displays the initial status of the ticket.
Description
Enter a description for the ticket.
The Stakeholders section displays the stakeholders that are assigned to the asset for which you are creating the ticket. You can view the role that the user or user group is assigned to, the name and email of the user.
4To create the ticket, click Create.
The new ticket is created. You can view the ticket on the Ticket Manager page or on the Tickets tab of the asset.
For more information about how you can view tickets for an asset, see Viewing a ticket.
Creating a workflow ticket
When you create or modify an asset, you must create a ticket if a workflow has been configured for the asset by the organization administrator.
The following conditions apply if you want to create a workflow ticket:
•The organization administrator must grant you the Update permission on the asset through access policies in Metadata Command Center.
•The lifecycle of the asset must be in Draft state.
3In the New Ticket dialog box, provide the context of the change to other participants in the workflow.
The following table describes the properties that you can configure in the New Ticket dialog box:
Property
Description
Asset Type
Indicates the type of the asset for which you want to create the ticket.
You can't modify this field.
Ticket
Specify whether you want to create a new ticket or select an existing open ticket. You can select one of the two values:
- Assign an existing open ticket
- Create New Ticket
If you have an existing ticket for an asset, the ticket is displayed in the Tickets tab of the asset or it appears when you edit the asset and send it for review.
Name
Enter a name for the ticket.
Description
Enter a description for the ticket.
Severity
Specify the severity of the ticket. You can configure one of the following statuses:
- High
- Medium
- Low
Urgency
Specify the urgency of the ticket. You can configure one of the following urgency values:
- Blocker
- Major
- Minor
4Click Submit.
Viewing a ticket
View a ticket that is created for a Data Governance and Catalog asset.
To view a ticket from the Ticket Manager, perform the following steps:
1Click the Ticket Manager icon at the top of a page.
2To view workflow tickets, use the Ticket Type filter to view the Approval Request for Create, Approval Request for Change, and the Data Quality Failure type tickets. The Approval Request for Create type tickets pertain to creation of new assets, the Approval Request for Change type tickets pertain to any proposed changes to existing assets, and the Data Quality Failure type tickets pertain to remediation of poor data quality scores in a rule occurrence.
3Click a ticket to open the ticket in a new page.
4To view the latest status of the ticket, click the Refresh icon.
5If you have configured the Tickets widget on your dashboard, you can view tickets that are specific to an asset type or based on the ticket statuses. Click the header of the Tickets widget to open and view the tickets on the Tickets page.
6If you do not want any further action to be taken on the ticket that you created, click Cancel on the Action button of the ticket. You can cancel tickets only if you are the stakeholder of the asset or if your user role is assigned the Manage Tickets feature privilege in Administrator.
