Service Operations Insight

Tech Tip: How to populate the Affected Service in the service desk ticket 

08-08-2014 10:06 AM

fSolution:

Attached a document that contains screenshots showing how to configure the Ticket Properties in the Action policy in SOI in order to populate the Affected Service in the service desk ticket.

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Affected_Service.docx   242 KB   1 version
Uploaded - 05-29-2019

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11-14-2017 09:12 AM

1) Make sure the respective service exists in SD | CMDB

2) You may Create a test service in CMDB, then create a same service in SOI and check if the action works

If problem still exists, you may raise a case with CA Support for further research.

 

Regards

Brahma

11-14-2017 08:59 AM

Hi Brahma

 

Yes the action is raised on service alert. I tried this for upto 4 service alerts but all will show some randoms numbers in SD Ticket Affected Service Field.

 

Regards

Krishna.

11-14-2017 08:42 AM

Hi Krishna,

 

I assume, this action is raised on a Service Alert, can you re-check this. Try for another Service alert and see how it goes

 

Thanks

Brahma

11-14-2017 08:27 AM

Hi Brahma,

 

As per your Screenshots we created all in SOI. But when we raise ticket to SD. In the Affected Service field it shows some random number like 75650D24FD1ECF458977389B3A1C055D. Why it is showing like this.


Regards

Krishna.

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