Hi list, its posible send as a new attribute the "Ticket number" of SDM ? I need the the value of 0x12022 in the subject of an email, but is an attribute of an alarm, no of a model.
I presume you use the standard Spectrum CA SDM integration ? If not you can
do this via the notification script way.
You can use a CLI query in the notification script. In this case, you have
the alarmid, and so you can retrieve the ticket number if it already part of
the alarm.
We have integration with both Remedy and CA service desk via own developed SOAP
interfaces. Ticket are created fast , even before the Notification set script
is finished.
For Ticket tool with delay in ticket creation we retrieved the ticket number
from the SOAP response, which in our case all have a relation with the alarmid,
and are logged on the SS server.
Quit easy to get the ticket id, or status back in the notification chain of the
setscript. Simple shell scripting
Setscript cli query example. In this example, we already have the Customer
name, retrieved from out structured Security string. Then we update the
active alarm from the notification
With the ticket number, and the customer name. If you have this information
in the setscript / updatescript / clearscript, you can do everything. (
Ticket info in Spectrum views, Ticket number in SMS & mail, automatic ticket
closure, opening ticket from Spectrum alarm, put ticket in WIP if you
acknowledge in Spectrum. Set staus from within Spectrum, Close tickets when
manually closing alarm or allow automatic close of particular type of tickets,
Filling in "resolution" in specific syntax in the alarm write field,....)
Automatic ticket creation is based on severity matrix. And we have
possibilities to overrule this standard based on eventdisp behavior, syntax in
Systemedge rules, or even decide which support groups used in ticket creation
for every individual systemedge row entry.
Some example of the update part
CLIPATH=/spectrum/vnmsh
export CLIPATH
~~
~~
Depending on which ticketting system, as part of alarm enrichment part (which
support groups, which service windows, which escalation profiles, which
ticketing tool, which SMS notification process,... ) in the setscript, we get
the ticket number, and have it in our notification, and bring it back to
spectrum
REMTT="`cat $SOAPPATH_R5/$AID/XML_response | sed 's/>/>\n/g' | sed 's/</\n</g'|
sed '/^$/d' | sed -n '/HD/p'`"
~~
REMTT="`cat $SOAPPATH_R7/$AID/XML_response | sed 's/>/>\n/g' | sed 's/</\n</g'|
sed '/^$/d' | sed -n '/HD/p'`"
~~
REMTT="`cat $SOAPPATH_SDM/$AID/XML_response | sed 's/>/>\n/g' | sed
's/</\n</g'| sed '/^$/d' | sed -n '/INC/p'`"
~~
if [ -f "$SOAPPATH/$AID/XML_response" ]
then
if [[ -z $REMTT ]]
then
$CLIPATH/update alarm -r aid=$AID ticket=$CUSTOMER
#echo_info | tee -i /spectrum/tmp/setticket_tt.$PID
>/dev/null 2>&1
#$MAIL -s "$SUBJECT_TT" "$RCVRS" <
/spectrum/tmp/setticket_tt.$PID
else
$CLIPATH/update alarm -r aid=$AID
ticket=$CUSTOMER-$REMTT
fi
else
$CLIPATH/update alarm -r aid=$AID ticket=$CUSTOMER
fi
[cid:[email protected]]
[cid:[email protected]]
Status sync
[cid:[email protected]]
Logging from our setscript
From: Diego Pereyra [mailto:[email protected]]
Sent: vrijdag 23 maart 2012 17:55
To: spectrum
Subject: [spectrum] Use a alarm's attribute in the alarm notifier
Hi list, its posible send as a new attribute the "Ticket number" of SDM ? I
need the the value of 0x12022 in the subject of an email, but is an attribute
of an alarm, no of a model.
Thanks.
Diego Pereyra
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