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Remedy Integration Urgency of the ticket should be automatically set by using the severity of the Alarm
Article ID: 132210
Updated On:
Products
CA Spectrum
Issue/Introduction
Urgency of the ticket should be automatically set by using the severity of the Alarm, but in our case it is not able to identify it and for all the alarms the ticket is created with low urgency.
Out of the box it is not available, We need to customize in NIM to achieve this requirement
Out of the box it is not available, We need to customize in NIM to achieve this requirement
Environment
Spectrum 10.3
Remedy 9.1.03
Remedy 9.1.03
Resolution
Open NIM configuration page of spectrum.
http://<OC_HOST>:<OC_PORT>/ca-nim-sm/ui/login.jsp
Login as nimadmin/nimadmin
Click on customizations
Configure the fields as below
CA Nim Field : Severity
Service Desk Field (remedy) : Urgency
Nim Default Value : Critical
Possible Values :
Critical=1000,Major=2000,Medium=3000,Minor=4000
Made Urgency field blank
CA Nim Field : Urgency
Service Desk Field (remedy) : <<Blank>>>
Nim Default Value : <<Blank>>>
Possible Values : <<Blank>>>
Save NIM Customization page
Spectrum Alarm Severity mapped to Remedy Urgency as below
Critical -> Critical
Major->High
Minor ->Low
Generate ticket and check.
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