ServiceDesk Tickets from Spectrum/APM with no CI

[Esteban Aramendi]

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

[Shane Ryan]

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

[Esteban Aramendi]

Hi Shane,

 

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

 

Thanks.