Can we create a ticket creation rule based on Global Collection association AND Alarm Severity in Spectrum/Service Desk integration?

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Article ID: 51816

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Updated On:

Products

CA Spectrum

Issue/Introduction

Can we create a ticket creation rule based on Global Collection association AND Alarm Severity in Spectrum/Service Desk integration?

Cause

No, it is currently not possible; you get the error:

- Critical alarms from "Network Devices" Global Collection to open tickets with Spect_Network_Critical_Error template
- Major alarms from "Network Devices" Global Collection to open tickets with Spect_Network_Major_Error template

When trying to implement this rule in the service-desk-ticket-config.xml it will not work:

<sd-ticket>
   <model-association>
     <relation>0x1003a</relation>
     <left-model-name>Network Devices</left-model-name>
   </model-association>
   <alarm-attribute>
     <attr-id>0x11f56</attr-id>
     <value>Critical</value>
    </alarm-attribute>
   <sd-problem-type>Spect_Network_Critical_Error</sd-problem-type>
 </sd-ticket>
 

error:

 Error on line 159 of document
file:/rpool/SPECTRUM/tomcat/webapps/spectrum/../../../custom/svdsk/config/service-desk-ticket-config.xml: cvc-complex-type.2.4.a: Invalid content was found starting >with element alarm-attribute. 
One of {"http://www.ca.com":sd-problem-type, "http://www.ca.com":sd-userid} is expected.

 

Environment

Release: Any
Component: SPCINT

Resolution

 

Creating this kind of ticket-creation rule does not work because you cannot associate two conditions at the same time in a single rule in service-desk-ticket-config.xml file. One rule is mapped with one condition. As of now this feature is not available in CA Spectrum.

If you want to create tickets for all critical alarms with one template you can do that using a single condition in the ticket creation rule. Use SANM to combine values on which alarms to send to Service Desk, but not for what Service Desk problem type to use.