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Spectrum to service desk ticket triggering

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  • 1.  Spectrum to service desk ticket triggering

    Posted 08-19-2016 03:22 AM

    Hi All,

     

    I have discovered some servers in CA Spectrum and created separate global collection for those servers and with the help of service-desk-ticket-config.xml file I was able to assign the ticket to the concerned team.

    The global collection for the servers created in the CA Spectrum has network related issues and server related issues in which the network issues should get assigned to network team and server related issues to server team. Can this is possible to assign ticket to concerned team according to type of alarm.

     

    Thanks

    Vishnu Prasad



  • 2.  Re: Spectrum to service desk ticket triggering

    Posted 09-07-2016 09:46 AM

    I believe this will have to be done on the Service Desk side.

    You should be able to auto route tickets based on various values Spectrum is sending over.

    I would try reaching out to the Service Desk team to ask about this.



  • 3.  Re: Spectrum to service desk ticket triggering

    Posted 09-07-2016 10:18 AM

    You can use Service Desk SPELL Code to route the tickets based on keywords from alarm description/details.

    Check with your Service Desk admin on spell code part.



  • 4.  Re: Spectrum to service desk ticket triggering

    Posted 09-12-2016 09:08 AM

    Did you create separate ticket templates for the error types? If so, you could assign the template to the correct team, or autoasign based on CI or Error type.

     

    You can check this post as well:

    Tues Tip: Create Service Desk tickets against specific Service Desk groups 



  • 5.  Re: Spectrum to service desk ticket triggering
    Best Answer

    Posted 09-13-2016 12:00 AM

    Hi Vishnu,

     

    If you are trying from Spectrum side.

    If you configure using alarm code then irrespective of the device is in the Global Collection or not it will use the problem type, please be aware of this.

     

    <sd-ticket>
    <alarm-attribute>
    <attr-id>0x11f50</attr-id> <!-- cause code -->
    <value>0x1234</value> <!-- value to match -->
    </alarm-attribute>
    <sd-problem-type>DB_Group_Error_Type</sd-problem-type>
    </sd-ticket>

     

     

    Regards

    Sunny