DX NetOps

Expand all | Collapse all

Spectrum 10.1.1 & ServiceDesk Integration

  • 1.  Spectrum 10.1.1 & ServiceDesk Integration

    Posted 07-28-2016 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 07-29-2016 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:

    http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec522062.aspx?intcmp=searchresult… 

     

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