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ServiceDesk Tickets from Spectrum/APM with no CI

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  • 1.  ServiceDesk Tickets from Spectrum/APM with no CI

    Posted 10-24-2017 11:12 AM

    Hi there,

     

    We have the following integration

     

    APM (sends trap) > Spectrum (creates alarm) > ServiceDesk (Creates ticket)

     

    The thing is, that in this scenario, the ticket created does not have a CI assigned to the ticket (in an automatically way).

     

    Others ticket from alarm generated in Spectrum does have it. For what I could find out, it is because the DeviceType where APM agents are in Spectrum doesn't have a "ServiceDesk_Asset_ID" and therefore ServiceDesk can't know which CI assign to the ticket.

     

    So, is it possible to add the "ServiceDesk_Asset_ID" Attribute to the APM agents in CA Spectrum? Is there any native solution to this?

     

    Thanks in advance



  • 2.  Re: ServiceDesk Tickets from Spectrum/APM with no CI
    Best Answer

    Posted 10-27-2017 05:27 AM

    Hello Estenban,

     

    For spectrum to pull the information from the trap, the trap would need to be modified to include the CI as varbind data.

    I don't see how this could be resolved in Spectrum as it is limited to what is currently in the trap.  Have you discussed this with APM support?  Perhaps they could advise you on how to do this.

     

    regards

    shane



  • 3.  Re: ServiceDesk Tickets from Spectrum/APM with no CI

    Posted 10-27-2017 01:58 PM

    Hi Shane,

     

    Ehmm, Ok, I will open a case to APM support

     

    Thanks.