ESP Workload Automation

  • 1.  CA WA ESP Edition and Service Now incident tickets

    Posted Mar 01, 2017 12:35 PM

    Is there a way to create Service Now incident tickets for failed ESP jobs?

     

    We're currently sending emails to the support group who manually create tickets, this method is too time consuming.

    Looking forward to your suggestions!

    Thanks much, Loraine



  • 2.  Re: CA WA ESP Edition and Service Now incident tickets

    Broadcom Employee
    Posted Mar 02, 2017 08:44 AM

    Hello Loraine,

     

    Could you describe how to manually create the servicenow incident ticket? Can it be done by a command? If yes, then normally you can define an agent wob to issue the command.

     

    Thank you,

     

    Lucy



  • 3.  Re: CA WA ESP Edition and Service Now incident tickets

    Posted Mar 20, 2017 08:46 AM

    Hello Loraine,

     

    Adding to the suggestion by Lucy, We are doing auto ticketing on Service Now for jobs running through ESP. We have ALERTDEF defied to notify failure, Overdue, Restart's which in turn creates a message with Unique identifier and writes it to Syslog. Automation System traps that message and send it to Tivoli which inturn submits a ticket request. This would be a lengthy process when compared to Lucy's idea however just wanted to let you know an another way of doing it.

     

    Thanks,

     

    Nithyaraj