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  • 1.  Spectrum 10.1.1 & ServiceDesk Integration

    Posted Jul 28, 2016 10:57 AM

    Is there a way that the severity level of an alert in Spectrum can affect the priority level of the Service Desk ticket.

    For example, a Major severity alarm I would want as a priority of 4 on the ticket, but a Critical alert I would want a priority of 3 on the ticket.

    Is there a way to do this?

  • 2.  Re: Spectrum 10.1.1 & ServiceDesk Integration

    Broadcom Employee
    Posted Jul 29, 2016 05:43 AM

    Out-Of-The-Box there is no exact example matching this scenario. By default all Trouble Tickets created in Spectrum have the priority "0" (configured in the "service-desk-config.xml" file), so not considered to assign a priority in a Spectrum triggered Service Desk ticket. 


    In the Spectrum Guide there is a section on how to use custom ticket creation rules ...

    Customizing Ticket Creation and Closure - CA Spectrum - 10.1 and 10.1.1 - CA Technologies Documentation

    ... and an example on how to "Create a Ticket Creation Rule Based on Alarm Attribute". It seems the Alarm Severity attribute is "0x11f56".

    There is also still the following Knowledge Base article around this topic:



    This might help you to find a way to realize your goal.