Remedy Integration Urgency of the ticket should be automatically set by using the severity of the Alarm

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

Environment

Spectrum 10.3
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.