Hi Erwin, thanks a lot for the replay, i try to not use the CLI, but i fis the only way... no problem. I will get the value from cli and set in the subject of the email. Then the SDM administrator can get the emails and do a automatic resolved's tickets.
Thanks again and i will write you the results Diego De: De Munter, Erwin [mailto:[email protected]] Enviado el: martes, 27 de marzo de 2012 10:36 Para: Diego Pereyra; spectrum Asunto: RE: [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. 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 Status sync 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 * --To unsubscribe from spectrum, send email to [email protected] with the body: unsubscribe spectrum [email protected] --- To unsubscribe from spectrum, send email to [email protected] with the body: unsubscribe spectrum [email protected]
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