Tues Tip: Create Service Desk tickets against specific Service Desk groups

Discussion created by polmi05 Employee on May 25, 2012

Alternative title: How to create/update/populate the Group field in the Service Desk tickets created with the Spectrum integration

This process involves:
Service Desk Error Type and Ticket Template creation and customization
Spectrum OneClick customization of the service-desk-ticket-config.xml file

The basic premise around configuring this is:
1) For each potential Group to have an Service Desk ticket assigned to it, create an Error Type that uses a Ticket Template with that Group chosen as the default value
2) Determine what attribute or relation on the Spectrum OneClick side will be used to define which group a new Service Desk ticket should be assigned (for example, Contact Loss alarms should be assigned to the Networking Group, etc.)
3) Edit the service-desk-ticket-config.xml file to process tickets according to the chosen attribute or relation from the alarms to be processed into Service Desk tickets.

You can configure CA Service Desk to use Issues, Requests, or Incidents (when ITIL methodology is used on the CA Service Desk server) as the default ticket type created by OneClick. The procedures provided here refer to "Incidents." If you want to use Requests or Issues instead, replace all references to "Incidents" with "Requests" or "Issues," respectively.

The following example shows the assignment of database related alarms to a Service Desk based Database Group who handles all alarms pertaining to database applications and their problems.

1 - Create Service Desk template for a group (Service Desk side)
1a - In Service Desk, create a new Incident ticket. Fill in all default information, most important being the Group field being the Database Group.
1b - Select the Template tab at the bottom of the page.
1c - Fill in the required information. For this example we'll make the name of the template DB_Group_Incident_Tmpl.
1d - Save the ticket.

2 - Create the Service Desk Error Type for the template (Service Desk side)
2a - Navigate to the Service Desk Administration tab->Web Services->Policies area
2b - Select the SPECTRUM_POLICY (should be present as a default part of the integration)
2c - Select the Error Types tab
2d - Select the 'Add An Error Type' option
2e - Fill in the required information specifying the DB_Group_Incident_Tmpl created previously in step 1. Both Symbol and Code fields should be set to DB_Group_Error_Type.

3 - Create customized ticket rules based on the distinguishing attribute (OneClick side)
3a - Shutdown the Spectrum OneClick tomcat web server
In Windows stop the Spectrum Tomcat service through the Services UI
In Unix run the $SPECROOT/tomcat/bin/stopTomcat.sh script
3b - Copy the default $SPECROOT/tomcat/webapps/spectrum/WEB-INF/svdsk/config/service-desk-ticket-config.xml file and place the copy in the $SPECROOT/custom/svdsk/config/ directory.
3c - Start the Spectrum OneClick tomcat web server
In Windows start the Spectrum Tomcat service through the Services UI
In Unix run the $SPECROOT/tomcat/bin/startTomcat.sh script
3c - Open the $SPECROOT/custom/svdsk/config/service-desk-ticket-config.xml file for editing
3d - Add an entry to define how to route a Service Desk ticket creation request to a specific Error Type.
NOTE: problem-type in the XML below is the same as Error Type
3e - In the below example we are using an Alarm to be the key factor in what is processed over to the correct Error Type. In this example we are assuming that Alarm Cause Code 0x1234 are alarms for database issues that require assignment of the related Service Desk ticket to the Database Group in Service Desk.
<attr-id>0x11f50</attr-id> <!-- cause code -->
<value>0x1234</value> <!-- value to match -->
3f - Save the changes to the $SPECROOT/custom/svdsk/config/service-desk-ticket-config.xml file
3g - Launch the Spectrum OneClick web admin page; go to the Administration->Service Desk Configuration page. Select the 'Reload Ticket Rules' button.
NOTE: Any time changes are made to the $SPECROOT/custom/svdsk/config/service-desk-ticket-config.xml file use the 'Reload Ticket Rules' button to activate the changes.

Steps 1 and 2 above would need to be repeated for each unique Group in Service Desk that will need to be assigned tickets created in Service Desk.
Step 3 above will need to be repeated for each unique alarm cause code involved per the above example, or for whatever other attribute is chosen for use.