----- Original Message ----- > Hello everyone,
> My customer is using the default SPECTRUM to Service Desk > integration. Currently, a Critical and Major alarm from SPECTRUM > creates a priority 1-Emergency ticket in Service Desk. They would > like to have a Critical alarm create a priority 1 ticket and a Major > alarm create a priority 2 ticket. According to the documentation, “ > You can customize your CA Spectrum and CA Service Desk integration > to use more than the default template. By editing the > SPECTRUM_POLICY Web Services Policy, you can add different problem > types that refer to different ticket templates .” > We’ve created a new template in Service Desk. We are now trying to > determine what needs to be changed on the SPECTRUM and/or Service > Desk side to associate a different problem/alarm type with the new > template through the SPECTRUM_POLICY Web Services Policy. Any help > and/or pointers would be appreciated. Thanks. Look into the 'Customizing Ticket Creation' section in the integration manual, basically you can create a custom .xml file to map, based on filter from Alarm Attributes, Models and Model Associations, different Alarms to different ticket templates. I'm not sure if with this setup it's important what's on the SD Policy (as template). -- Cristi Mitrana --- To unsubscribe from spectrum, send email to [email protected] with the body: unsubscribe spectrum [email protected]
