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

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Article ID: 132210

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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

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>>> 



Mappings

Save NIM Customization page


Spectrum Alarm Severity mapped to Remedy Urgency as below

Critical -> Critical

Major->High

Minor ->Low


Generate ticket and check. 

 

Attachments

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