Thanks David, maybe someone else knows for sure if it can be disabled or not or better yet what the rumored patch will address in terms of this topic.
Yes its existence is good, even though we pass our alarms to Spectrum for escalation by another team, there are many alarms that remain in UIM such as non-production or minor and lower severity alarms that someone may want a ticket easily generated on the fly from.
I agree the chatter in the industry indicates a demand for ServiceNow but I would caution the PM's that narrowing the focus to one service desk type product would be very short sighted and limiting to customers. I understand it would not be practical to build an interface for all that exist, but maybe the top 3 to 5 in the Gartner quadrant. (Heck at the very least Broadcom's own Service Desk Manager should be an option.) Better yet would be to provide some sort of API based mapping interface that customers could build their own integrations.
I'll wait a little bit longer to see if anyone comes back with additional insight and if not, I'll post a write up in the ideas section.
Original Message:
Sent: 10-22-2020 08:40 AM
From: David MICHEL
Subject: 20.3 OC Alarms View "ServiceNow Ticket ID: Create Ticket"
OK, it's when clicking to show alarm details it shows up. Don't see a way to disable it or reconfigure it. There is a Service Desk ACL but it is not related to this.
It's a very good idea to have it configurable so please post it in the Ideation section.
This would be a type of override since the ticket creation process is happening at the primary hub via the gateway probe. Guess the idea is for the case where the initial alarm didn't fit the criteria and after investigation it was determined it should go to the other team, and so the option is there. Based on feedback heard during presentations the demand is high for ServiceNow.
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Support Engineer
Broadcom
Original Message:
Sent: 10-22-2020 07:53 AM
From: Christopher Duryea
Subject: 20.3 OC Alarms View "ServiceNow Ticket ID: Create Ticket"
Original Message:
Sent: 10-21-2020 03:38 PM
From: David MICHEL
Subject: 20.3 OC Alarms View "ServiceNow Ticket ID: Create Ticket"
Not seeing in my 20.3 lab, provide an image.
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Support Engineer
Broadcom
Original Message:
Sent: 10-21-2020 01:48 PM
From: Christopher Duryea
Subject: 20.3 OC Alarms View "ServiceNow Ticket ID: Create Ticket"
In the OC Alarms View there is a ServiceNow Ticket ID: section with a button next to it that says "Create Ticket"
How can than button be removed or the whole or changed to Service Desk?
Intuition to a user that desires a ticket says to click that if they see it. Secondly we do not have ServiceNow at this time. It would be better to be removed, out of sight out of mind, less questions/concerns sent to the admins. We currently generate tickets from Spectrum console.