Ticket Enrichment Policy Question

Products

• DX OI SaaS

Issue/Introduction

We are looking to build a ticket enrichment policy and I do not see how to do conditionals in the policy GUI.

we want to set the ticket assignment group based on the type of CI (server, network, etc.)

Logically we want to do something like this:

IF ENTITY TYPE == SERVER

THEN

SET TICKET ASSIGNMENT GROUP TO "GLOBAL_SERVER"

 

Is this possible with the current release version??

 

 

 

 

Environment

Release : SAAS

Resolution

You can do this in the product today . So no enhancement is needed. Please try out and report back.

This feature/capability already exists in production for service now and from the backend , 

 

In order to achieve this we need to create ticket enrichment rule where we can map alarm attribute to ticket attribute and along with this we can give some default value which will be considered as fallback and only be used when alarm attribute does not have any value . and then it can be mapped with notification policy . 

Here is the sample ticket enrichment rule i have created as per your requirement . Please check this customer if any alarm attribute contains assignment group value then that can be simply mapped to assignment_group attribute in snow , if not we can use default value column . 

 

Ticket enrichment rule : 

If you don't see the Incident fields , please save the ITSM channel once. It will by default, onboard all required snow fields. 

Policy : 

 

For more details , Please follow the below tech doc.

 

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/dx-operational-intelligence-saas/SaaS/Integration/DX-OI-Outbound-Integration/channels/Configure-Ticket-Management-Channels/ticket-enrichment-rules.html

Last issue; Needed to set ticket category/subcategory to assign ticket . Cannot directly edit ticket assignment field.