How to change alarm's Service Desk Ticket link in Oneclick Console?

[Legacy User]

Hi all;

 

We have Spectrum creating tickets in Service Desk, and SD is configured in Advanced Availability mode, doing balancing between a couple of servers. The problem is, when we click on the ticket link of an alarm in the OneClick console, it always tries to go against the SD where the ticket was opened, and we would like it to go against the URl that's balancing. We have tried changing the ticket URL in preferences setting but didn't work.

 

Thanks in advance!

[Silvio Okamoto]

The Trouble Ticket ID information is located in the 0x12022 attribute of GlobalAlarm model type.

https://docops.ca.com/ca-spectrum/10-1-and-10-1-1/en/programming/web-services-api-reference/how-to-use-the-ca-spectrum-w… 

Attribute Specification	Attribute Name	Data Type

0x12022

Trouble Ticket ID

Text String