CA Service Management

Hi,

currently, I am working with an integration of CA SDM 17 with UIM 8.5 and all configuration is functional.

but the Integration configuration only allows to send the tickets to only one group. So in CA SDM we want configure an action macro to change the group automatically, after a time.

currently there is an action macro that change the ticket status:

Example:

{ "0" ,"set status of a request/incident/problem to closed",
"misc::change_ticket_status(this, group_leader, attached_event, event_tmpl, 'CL');",
"13010" ,"" ,"" ,"1" ,"" ,"" ,"cr" ,"macro:13010" ,"Set Status = Closed" ,"",
"ACT" ,"" ,"" ,"" ,"" ,"" ,"" }

and we want to create a similar action macro to change the groups.

I changed the values, but the action macro was not executed

{ "0" ,"set group of a request/incident/problem to CPU",
"misc::change_ticket_group_leader(this, status, attached_event, event_tmpl, 'WIP');",
"1" ,"" ,"" ,"cr" ,"A3173C8844753B46932EA91C2D22F9E7",
"Set group = CPU" ,"" ,"ACT" ,"" ,"" ,"" ,"" ,"" ,"" }

any idea?

Regards,

Marco V

Did you also define the misc::change_ticket_group_leader spell method ? Do you get an errors in the stdlog.x files ?

Note that there is an OOB Action Macro that does a Group transfer ('Transfer to Event Group') which can be used for the same purpose.

Marco, can you elaborate change the group automatically? I mean, if abc then groupA otherwise groupB thing. Thanks _Chi

Hi,

I've done that with the following:

 { "0" ,"set group myGroup", "// set group = 1st lvl\\0012// group id is mygroupID\\0012\\0012send_wait(0, this, \"call_attr\", \"group\", \"set_val\", \"U'mygroupID'\", \"SURE_SET\");", "" ,"" ,"" ,"1" ,"", "" ,"cr" ,"" ,"Set customer myGroup" ,"" ,"ACT" ,"" ,"", "" ,"" ,"" ,"" }

This is working for me.

Don't forget to change U'mygroupID' for your's group ID