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Assigning a ticket in Service Desk to groups based on CA UIM alarm type

  • 1.  Assigning a ticket in Service Desk to groups based on CA UIM alarm type

    Posted 03-07-2018 04:28 AM

    Hello everybody,

     

    Is it possible to assign a ticket in Service Desk to groups based on CA UIM alarm type?

     

    To explain more, we would like to send value of persid field from prob_ctg table in SD in alarm information so SD can automatically assign ticket to targeted group. Because when alarm is opened in UIM for servers we would like to open a ticket in SD and automatically assgined to servers_crew, or when alarm is opened for network device to automatically assign ticket to network_crew.

     

    Thank you

     

    Mario



  • 2.  Re: Assigning a ticket in Service Desk to groups based on CA UIM alarm type

    Posted 04-12-2018 01:04 PM

    Hi Mario_Bocan ,  I moved this thread to the CA Unified Infrastructure Management community.  



  • 3.  Re: Assigning a ticket in Service Desk to groups based on CA UIM alarm type

    Posted 04-12-2018 01:49 PM

    Mario -

     

    You should be able to do this with the GA release of the sdgtw probe.  You would have to make multiple clones of the Service Desk application connection profile (one for each group you want to assign alarms to).  In each connection profile, you would enable Group assignment and specify the group associated with the connection profile.  Finally from the sdgtw node, you would have to define rules in the "Service Desk Rule Selection" which identifies which alarm goes to the group specific connection profile.  Instructions for setting this up can be found on the sdgtw AC Configuration Wiki Page:

     

     

    sdgtw AC Configuration

     

    Hope this helps.