SOI ticket integration I need multiple values for assigneeGroup

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

Need to pass Assignment group to Service Manager or ServiceNow ticket.

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

1) On the SOI Manager, edit \soi\tomcat\lib\resources\helpdesk.properties

Change one of the Custom properties

CUSTOM_PROPERTY1=customProp1

to

CUSTOM_PROPERTY1=custom_assigneeGroup

After saving the file, restart the CA SAM Application Server service.


2) Login to NIM using

http://:8080/ca-nim-sm/ui/login.jsp

In Customizations, go to the bottom of the page and define a new field and click the PLUS button

CA NIM Field Data Type Service Desk Fields

custom_assigneeGroup String assignment_group

Save the changes.


3) Open the Help Desk Configuration in the SOI Console and in Ticket Properties, add

custom_assigneeGroup and groups you want the ticket to be assigned to.

Save the settings.



4) In the Actions, add the field custom_assigneeGroup with the group name.