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

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

    Posted 10-26-2016 10:39 AM

    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!



  • 2.  Re: How to change alarm's Service Desk Ticket link in Oneclick Console?
    Best Answer

    Broadcom Employee
    Posted 11-05-2016 08:16 PM

    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 SpecificationAttribute NameData Type
    0x12022Trouble Ticket IDText String