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Trim Custom Value in Service Desk Field Mapping

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  • 1.  Trim Custom Value in Service Desk Field Mapping

    Posted 09-07-2018 07:18 AM

    Hi,

     

    Wanted to check if anyone has done trim of the Custom value in Service Desk field mapping in sdgtw probes.

     

    In one of the field, we want to use the Message from UIM Alarm ($Message) to the summary of the Incident, but there is a limitation on the Service desk of 100 character and we have see that in UIM Alarm some of the message has more than 100 character, due to which incident creation in ServiceDesk fails. 

     

    Let me know if anyone has achieved it or not. 

     

    Thanks

    T



  • 2.  Re: Trim Custom Value in Service Desk Field Mapping

    Posted 09-07-2018 01:49 PM

    The current 2.00 GA release of the sdgtw probe only allows you to limit the size of the alarm message that this probe generates for BMC Remedy Service Desk integrations.  This is accomplished by configuring the alarm_message_length key value in the setup section of the sdgtw.cfg file through the probe's Raw Configure GUI.

     

    See item #5 in the (For version 1.20 and later) Advanced Preconfiguration section of the sdgtw AC Configuration Wiki page for details on the use of this key.

     

    If you need this functionality for other Service Desk application integrations, then this would be considered an Enhancement Request.

     

    Hope this helps.



  • 3.  Re: Trim Custom Value in Service Desk Field Mapping

    Posted 09-08-2018 03:10 AM

    So if the alarm_message_ length to 100, and if the message is more than 100, will it still send it to service desk for creation? I don't think that will happened, as the limit is on the service desk end. 



  • 4.  Re: Trim Custom Value in Service Desk Field Mapping
    Best Answer

    Posted 09-10-2018 08:56 AM

    @longku1 -

     

    As the sdgtw AC Configure Wiki page states for this Advanced Preconfiguration option:

     

    "(Optional - Only in BMC Remedy Service Desk) Update the alarm_message_length key to the required maximum length of each alarm that the probe generates. The probe trims longer messages to the specified length.
    Default: 50"

     

    So the incident will be created but sdgtw probe will trim the message to the configured alarm_message_length (100 in your example) before making the request to create the incident in the BMC Remedy Service Desk.  As noted earlier, this key only works for integrations with the BMC Remedy Service Desk.  If you need this functionality for any of the other supported service desk applications, that would be considered an enhancement request.



  • 5.  Re: Trim Custom Value in Service Desk Field Mapping

    Posted 09-11-2018 05:57 AM

    Thanks for this, Yes we have BMC remedy and after changing the alarm_message length to 100, incidents are getting raised and the message in the BMC is truncated. this working fine. 

     

    I was aware of it, and was checking why it was not working, seems the alarm_message length was set to 150, it was not working. fixed it now.

     

    Thanks