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Fields for Service manager interface not working as expected


Article ID: 241530


Updated On:


CA Service Operations Insight (SOI)


I am trying to get the Actions for creating tickets to correctly populate the Summary and Description into Service manager.

If I use the $[Summary] we get Not Set. 

For the description we are using $[Alert Description] and get SOI_ALERTID= and an 8 digit number, then the summary. 

Seems like sending $[Host Name]-$[Alert Description] is what we want, but how can we remove the SOI_ALERTID=12345678 from posting, or is it a default? 


Release : 4.2

Component : Service Operations Insight (SOI) Manager


It looks like the SOI_ALERTID=12345678 is coming from a template in SDM because the action for the field didn't include the info.

The '$[Alert Description]' variable in the mail action corresponds to "Summary" field on the console.