sdgtw AC Configuration

This article is for probe versions 1.0 or later.
uimpga-ga
sdgtw_AC
This article describes how to set up the Service Desk Gateway (sdgtw) probe. Using this probe, you can subscribe to specified alarms in CA UIM and can create corresponding incidents in the service desk of your choice. The probe periodically polls the status of the service desk incidents and updates the corresponding alarms.
This article is for probe versions 1.0 or later.
The following diagram outlines the process to configure the probe.
Configuring sdgtw AC
Configuring sdgtw AC
Contents
3
2
Verify Prerequisites
The probe has the following prerequisites:
Preconfigure Hub Queue Monitoring
You can create the following keys to preconfigure the probe to monitor hub queues:
Key
Description
thread_pool_monitor_qsize
Specify the time interval (in seconds) at which the probe verifies the hub queue size.
Navigate to the
Raw Configure
interface >
threadpool
section.
queueNotSub_alarm
Receive alarm updates when the probe is unable to subscribe to the hub queue.
Navigate to the
Raw Configure
interface >
setup
section and set the key value as
true
.
queue_size
Specify the threshold (integer) for the hub queue size which when breached generates alarms.
Navigate to the
Raw Configure
interface >
setup
section.
queue_size_exceed_alarm
Receive alarm updates when the hub queue threshold is breached.
Navigate to the
Raw Configure
interface >
setup
section and set the key value as
true
.
Preconfigure BMC Remedy
You must set up the BMC Remedy Resource before installing and configuring the sdgtw probe.
Follow these steps:
  1. Log in to the BMC Remedy server.
  2. Copy the following JAR files from the
    <BMC Remedy installation directory>\ARSystem\Arserver\api\lib
    directory:
    • (AR API)
      arapixx_buildxxx.jar
    • (AR UTIL)
      arutilxx_buildxxx.jar
    For example, BMC Remedy 9.x includes the
    arapi90_build002.jar
    and
    arutil90_build002.jar
    files.
  3. Paste the JAR files in the
    <CA UIM installation directory>\probes\gateway\sdgtw\lib
    directory.
  4. Deploy and activate the probe.
(For version 1.20 and later) Advanced Preconfiguration
Preconfigure the probe to use the following features. The probe uses these features after preconfiguration and does not change existing alarms or properties.
  CA recommends you to set up these features, as required, before you configure the probe.
  • Integrate service desks with CA Spectrum events through the spectrumgtw probe
  • Configure the incident resolution or closing status in the ServiceNow service desk
  • Configure timeout properties of the probe
  • Specify maximum length of alarm messages
  • Add only the incident ID to alarms
  • (sdgtw 1.40 and later)
    Create more ServiceNow work notes when consecutive UIM alarms are detected
Follow these steps:
  1. Open the
    Raw Configure
    interface >
    setup
    section.
  2. (Optional)
    Update the
    create_incidents_for_spectrum_alarms
    key to
    yes
    to enable
    CA Spectrum integration
    . The probe generates and manages tickets in connected service desks for CA Spectrum events that are generated through spectrumgtw probe.
    Default: no
  3. (Optional for ServiceNow Only)
    Update the
    sn_close_incident_state_value
    and
    sn_customized_status
    keys to the applicable value to set the custom incident state as
    Resolved
    or
    Closed
    through the probe. Following are the three scenarios of using these keys:
    • Scenario 1
      : By default, the value for these two keys is blank. This means that there can be only two states of the incident either
      Resolved
      or
      Closed
      .
    • Scenario 2
      : Set the value of
      sn_close_incident_state_value
      key to enable the custom incident state from the possible values that are defined in the ServiceNow service desk (
      New
      ,
      Active
      ,
      Awaiting Problem
      ,
      Awaiting User Info
      ,
      Awaiting Evidence
      ,
      Resolved
      and
      Closed
      ). For example, if you set the value of
      sn_close_incident_state_value
      key to
      Awaiting Problem
      , then, on acknowledgment of the alarm corresponding to this incident in UIM, the probe sets the incident state to
      Awaiting Problem
      .
    • Scenario 3:
      By default, the probe uses the standard ServiceNow incident status value mappings:
      • New = 1
      • Active = 2
      • Awaiting Problem = 3
      • Awaiting User Info = 4
      • Awaiting Evidence = 5
      • Resolved = 6
      • Closed = 7
      If the mapping of the incident status field in ServiceNow has been customized, it is necessary to configure the customized status field mappings in the probe.  For example, if the incident status field mappings in ServiceNow are customized to the following:
      • New = 1
      • In Progress = 2
      • On Hold = 3
      • Resolved = 6
      • Closed = 7
      • Canceled = 8
      Then, you must set the
      sn_customized_status
      key in the probe to match the customized incident status value mappings in ServiceNow for proper incident handling:
      sn_customized_status = New=1,In Progress=2,On Hold=3,Resolved=6,Closed=7,Canceled=8
      You will also need to set the value for the key
      sn_close_incident_state_value
      if you want to use a different incident status field value for closed incidents.  For example, using the customized status field mappings above, if you want to use Canceled as the closed incident state (status) value, then you would set the following key value in the probe:
      sn_close_incident_state_value = Canceled
      • If you update the values of the keys menitioned in Scenario 3 and then want to switch back to Scenario 1 or Scenario 2, then, you must set the value of
        sn_customized_status
        key as the default probe behavior such as New=1, Active=2, and so on.
      • The value for the key
        sn_close_incident_state_value
        overrides the setting of the
        incident_resolve_status
        key value.
  4. (Optional)
    Update the following keys to the applicable value (in milliseconds) to configure the
    timeout
    properties of the probe:
    • connection_connect_timeout
      : specifies the time after which the probe stops trying to connect to the configured service desk.
      Default: 180000
    • connection_read_timeout
      : specifies the time after which the probe stops trying to collect information from the configured service desk.
      Default: 180000
  5. (Optional -
    Only in
    BMC Remedy Service Desk)
    Update the
    alarm_message_length
    key to the required
    maximum length of each alarm
    that the probe generates. The probe trims longer messages longer to the specified length.
    Default: 50
  6. (Optional)
    Update the
    only_incident_number_in_alarm_field
    key to add only the incident ID to the custom field in the alarm. For more information, see the
    Configure General Properties
    section. For example, if you enter this key value as custom_3, then, only the incident ID is displayed in the Custom 3 field in USM.
    Default: Blank
    : You must enter a different key value from the one that you have specified in the
    CA UIM Alarm Field for Incident ID
    and
    CA UIM Alarm Field for Launch in Context
    fields under the
    sdgtw
    node >
    Probe Configuration
    section.
  7. (sdgtw 1.40 and later)
    Set the value of
    incident_update_on_alarm_message_change
    key to
    True
    to create more ServiceNow work notes when consecutive UIM alarms are detected. Thus, any update in the message text of the incident alarm also updates the Service Desk Field
    work_notes
    with the updated CA UIM Alarm Field message. For more information, see
    Update Incident Work Notes
    section.
    Default: False
    • Set the value of
      update_description_on_alarm_message_change
      key to
      True
      to update the
      Description
      field in the ServiceNow incident whenever the alarm message gets updated. If the value of this key is set to
      False
      , the existing alarm description remains unchanged and only the Service Desk Field
      Work_notes
      get updated.
      Default: False
      : You must configure the
      value of
      update_description_on_alarm_message_change
      key only when the value of
      incident_update_on_alarm_message_change
      key is set to
      True
      .
  8. (Optional -
    Only in
    sdgtw 2.01 and later
    and applies only to
    ServiceNow)
    Set the value of
    update_short_description_on_alarm_message_change
    to
    False
    to prevent the sdgtw probe from updating both the description and the short_description fields in the ServiceNow incident with each UIM alarm update after the incident is initially created.
    Default: False
    You must configure the
    update_short_description_on_alarm_message_change
    to
    False
    only when the following two keys are configured as specified:
    incident_update_on_alarm_message_change = True
    update_description_on_alarm_message_change = False
  9. (
    Optional)
    Set the value of
    acknowledge_alarm_when_incident_resolved_by_any_user
    key to True to acknowledge the alarm for an incident that a user has resolved.
    Default: False
  10. (Optional)
    Set the value of
    convert_time_to_date_format
    key to True to display time and date based on the format that is defined in the
    date_format
    key. The default format is dd/MM/yyHH:mm:ss.
    Default: False
  11. (Optional)
    If you want to change the date format, create the
    date_format
    key, and set an appropriate value to display date in the desired format. If a value is not set for this key, the default date format (dd/MM/yyHH:mm:ss) is used.
  12. (Optional)
    Set the value of
    enabled_tkts_for_alarm_severity
    from the available default options to create tickets based on the alarm severity.
    Default:
    information, minor, major, warning, critical
  13. Save the configuration.
(Optional) Configure General Properties
You can change the default configuration of your probe if these settings do not meet your requirements. For example, you can change the default log level.
Follow these steps:
  1. Select the
    sdgtw
    node.
    The
    Probe Information
    section provides information about the probe name, probe version, start time of the probe, and the probe vendor.
  2. Under the
    Probe Setup
    section, select from the following level of information that is written to the log file in
    Log level
    :
    • 0 - Logs only severe information
    • 1 - Logs errors information
    • 2 - Logs warnings information
    • 3 - Logs general information (default)
    • 4 - Logs debugging messages
    • 5 - Logs tracing/low-level debugging information
      Log as little as possible during normal operation to minimize disk consumption, and increase the amount of detail when debugging.
  3. Under the
    Probe Configuration
    section, update the following information to configure the UIM hub and nas parameters:
    • NAS Address
      : defines the path to the alarm server. Case-sensitive. Format:
      /<Domain>/<Hub>/<Robot>/nas
      . If you deploy the probe on a robot on the primary hub system, the default address is
      nas
      .
    • HUB Address
      : defines the path to the primary hub. Case-sensitive. Format:
      /<Domain>/<Hub>/<Robot>/hub
      . If you deploy the probe on a robot on the primary hub system, the default address is
      hub
      .
    • Queue Name:
      specifies the hub queue that the probe subscribes to receive alarms.
      Default: tickets
  4. Update the following information to configure the UIM alarm properties:
    • CA UIM Users for Alarm Processing
      : specifies the users to whom the alarms are assigned. You can enter multiple users in a comma-delimited list. The probe creates a service desk incident only for alarms that are assigned to a user specified in this list. Leave this option blank to process alarms assigned to any user.
      Default: administrator
    • New Incident on Severity Change:
      enables the probe to generate a new incident whenever the alarm severity changes.
      If you clear this option, the corresponding incident is updated with the new severity.
    • Auto Close Alarm
      : enables the probe to acknowledge an alarm when the corresponding incident is closed in the service desk application. The incident can be closed or resolved by any user except the one who created the incident.
    • Auto Close Ticket
      : enables the probe to close a service desk ticket when the corresponding alarm is closed in UIM.
  5. Update the following information to configure the custom alarm field properties:
    • CA UIM Alarm Field for Incident ID
      : specifies the custom alarm field to populate with the service desk incident ID.
      Default: custom_4
      Custom alarm field
      custom_4
      displays additional information in $[
      incident ID/SysID]$[
      severity]$[reference number]
      format
      .
    • CA UIM Alarm Field for Launch in Context
      : specifies the custom alarm field to populate the service desk launch in context URL.
      Default: custom_5
      The single quotes in the launch in context URL are replaced with the HTML ASCII code
      &#39
      in the configured custom field of UIM.
  6. Update the following information to configure the service desk incident and interval properties:
    • Incident to Alarm Sync Polling Interval (milliseconds):
      specifies the polling interval to close the alarms when the incident in service desk is closed or resolved.
      Default: 30000
    • Maximum retries during failure
      : defines the maximum number of retry attempts when the connection between the probe and service desk application fails.
      Default: 3
    • Retry interval during failure (milliseconds)
      : defines the waiting time between two retries.
      Default: 4000
    • Maximum Number of Tickets to Sync per Iteration:
      specifies the maximum number of tickets that are updated in the value that is specified in
      Incident to Alarm Sync Polling Interval
      .
      Default: 100
    • Default Service Desk
      : allows you to select a default service desk instance.
      Default: ServiceNow
      : When an alarm is being processed and if the alarm does not match any Service Desk selection rule specified in the
      Service Desk Rule Selection
      section, then the selected service desk is used.
    • CA UIM User for Alarm Assignment
      : specifies the user to whom the alarm is assigned when the probe is unable to communicate with the service desk, hub, or the alarm server.
      Default: administrator
    • Incident Resolution Status
      : allows you to select the status of the service desk incident when its corresponding alarm is acknowledged in UIM.
      Default: Resolved
  7. Update the following information to configure the alarm parameters when the connection to the service desk fails:
    • Alarm creation on Failure:
      enables the probe to generate an alarm when it is unable to create, update, or close an incident.
      • Subsystem ID of Alarm:
        defines the ID of the subsystem that is the source of the UIM alarm.
        Default: sdgtw
      • Severity of Alarm:
        allows you to select the alarm severity.
        Default: Warning
  8. Specify the time difference (in minutes) between the service desk and UIM if the service desk time is behind the probe system time.
  9. (sdgtw 1.40 and later) USM Location:
    specify the UMP URL location. For example, http://<ump-host-name/ip>;port (applicable for all service desks).
  10. Under the
    Remote NIM Information
    section, update the following information to configure the NIM (Normalized Integration Management) properties:
    • Remote NIM:
      enables the probe
      to use the remote NIM server in place of the default one.
    • Remote NIM URL:
      specifies the address of the remote NIM server.
    • NIM User:
      defines the user name to access the remote NIM server.
    • NIM Password:
      defines the password for the specified
      NIM User
      .
      This section is not enabled by default, update the information in this section only if you want to use a remote NIM server. By default, NIM server is integrated with the probe and runs locally.
  11. Click
    Save
    .
(Optional) Create Service Desk Rules
You can create rules to select a service desk instance to generate an incident. The probe prioritizes the rules based on the Rule Order. For example, a rule with Rule Order 01 is executed before a rule with Rule Order 02.
Follow these steps:
  1. Click
    New
    in the
    Service Desk Rule Selection
    section. Update the following information to configure rule details:
    • Rule Order
      : specifies the order for rule execution.
      If you do not create a service desk rule, the probe raises an incident in the default service desk.
    • CA UIM Alarm Field Name
      : specifies the alarm field name that is matched with the same field in the alarm properties section.
    • CA UIM Alarm Field Value
      : specifies the value of the selected alarm field that requires matching.
    • Service Desk Instance
      : enables you to select a
      Service Desk Instance
      to generate an incident. For example, ServiceNow, BMCRemedy, and so on.
  2. Click
    Save
    .
    For example, if you select the
    CA UIM Alarm Field Name
    as
    hostname
    and the
    CA UIM Alarm Field Value
    as
    Test_Host
    , then
    the probe compares the value
    Test_Host
    with the value of the
    Host Name
    field that is displayed in the alarm properties section. If this value matches, then the probe generates an incident in the selected service desk.
(Optional) Create a Service Desk Clone
You can clone a service desk resource to create multiple instances of a service desk application.
Follow these steps:
  1. Click the
    Options (icon)
    next to the
    service desk application
    node and select
    Clone
    .
  2. Specify a unique ID and name of the instance.
  3. Click
    Submit
    .
    The
    cloned service desk
    node is displayed.
  • When you clone a Service desk instance, save the configuration to successfully clone the Service Desk.
  • Do not include any space and special characters in Cloned desk name and ID
  • Save the configuration for clone desk before validating the service desk
  • Cloning of a clone is not supported.
  • The probe only supports creation of up to a total of 3 clones.
Configure Connection Properties
You can set up a connection to a service desk application from the probe. The probe is compatible with the following service desk applications:
  • BMC Remedy IT Service Management
    Ensure that you have completed the prerequisite to set up a BMC Remedy resource. For more information, see the
    Preconfigure BMC Remedy
    section in sdgtw (Service Desk Gateway) Release Notes - Pre-release.
  • ServiceAide
  • CA Service Desk Manager
  • HP Service Manager
  • SAP Solution Manager
  • ServiceNow
  • Salesforce (SFDC) Service Cloud
    To access the Service Now service desk, the user must have the following roles:
    • ITIL
    • SOAP
    • Personalized_Dictionary
    To access the ServiceAide service desk, the
    User T
    ype
    must be
    Fixed
    or
    Floater
    and
    Group
    must be
    Administrator
    .
    Follow these steps:
  1. Select the
    Available Service Desks >
    service desk application
    node, for example,
    Available Service Desks   > ServiceNow
    and complete the following information:
    • Activate:
      activates the service desk profile, for monitoring.
    • Identifier:
      specifies the service desk instance name.
    • Host:
      defines the hostname of the service desk application.
    • Port:
      specifies the port that the probe uses to connect to the service desk application.
    • Username:
      defines the user name for logging in to the service desk.
    • Password:
      defines the password for the specified
      Username
      .
    • Client URL:
      defines the client URL used to build the launch in context URL for the service desk incident. For example,
      http://hpsm-host-name:port-number
  2. (For ServiceNow only)
    Specify the service desk
    URL
    to connect to the respective service desk.
  3. For ServiceNow only)
    Select the
    Use Custom End Point
    checkbox
    if you want to use custom web services for communication between the probe and ServiceNow.
  4. (For ServiceNow only)
    Enter custom End Point
    :
    specifies the name of the custom web service that is used for communication. For example, if your custom end point is Events, then specify
    u_events
    as the value for
    Enter custom End Point
    . This field is available only if the
    Use Custom End Point
    checkbox is selected.
  5. (For HP SM only)
    Specify the
    Enabled Protocol
    to exchange information between the probe and the service desk application. For example, http.
  6. (For SFDC Service Cloud only)
    Specify the
    Date Format
    used in the service desk application.
  7. (For SAP Solution Manger only)
    Specify a
    Requester Id
    to define a globally unique identifier (GUID) which helps to identify a help desk system.
  8. (For CA Service Desk Manager only)
    Complete the following information to configure the SOAP and REST parameters:
    • SOAP Protocol:
      specifies the SOAP protocol to connect to the service desk.
    • SOAP Host:
      specifies the host of the SOAP service.
    • SOAP Port:
      specifies the SOAP port to connect to the service desk.
    • REST Protocol:
      specifies the REST protocol to connect to the service desk.
    • REST Host:
      specifies the host of the REST service.
    • REST Port:
      specifies the REST port to connect to the service desk.
  9. (Optional)
    Complete the following information to configure proxy server settings to connect to the service desk platform, if necessary:
    • Proxy Server:
      defines the name of the proxy server.
    • Proxy Port:
      specifies the port to access the proxy server.
    • Proxy User:
      defines the user name to access the proxy server.
    • Proxy Password:
      defines the password for the specified
      Proxy User
      .
    • (For all Service Desks except BMC Remedy) Proxy Protocol
      : defines the protocol that is used for proxy connection, either
      http
      or
      https
      .
  10. Click
    Actions > Validate Connection
    to verify the connection between the probe and the service desk.
  11. Click
    Save
    .
Sample Configuration for Different Service Desks
The following samples provide examples of valid Host and/or Client URLs for each supported service desk:
BMC Remedy
The following example provides sample properties for setting up BMC Remedy connection:
Host *                 : <bmc-hostname>
Port *                  : <bmc-port> default is 0
Username *        : <bmc-username>
Password *         : <bmc-password>
CA Service Desk Manager
The following example provides sample properties for setting up CA Service Desk Manager connection:
SOAP Protocol * : http [default]
SOAP Host *       : <casdm-hostname>
SOAP Port *        : <casdm-soap-port>
REST Protocol *  : http [default]
REST Host *        : <casdm-hostname>
REST Port *         :  8050[default]
Username *          : <casdm-username>
Password *           : <casdm-password>
HP Service Manager
The following example provides sample properties for setting up HP Service Manager connection:
Host *                    : <hpsm-hostname>
Port *                     :  13080 [default]
Username *           : <hpsm-username>
Password *            : <hpsm-password>
Client URL *           : http://hpsm-host-name:port-number/webtier-9.32
Enabled Protocol * : http [default]
SAP Solution Manager
The following example provides sample properties for setting up SAP Solution Manager connection:
Host *               : <sapsolmanager-hostname>
Port *                : 8000 [default]
Username *      : <sapsolmanager-username>
Password *       : <sapsolmanager-password>
Requester Id *  : <requester-id>
Protocol *         :  http[default]
ServiceAide
The following example provides sample properties for setting up ServiceAide connection:
URL *               : https://<serviceaide.com>/
Username *      : <serviceaide-username>
Password *       : <serviceaide-password>
Client URL *      : https://<serviceaide.com>/
ServiceNow
The following example provides sample properties for setting up ServiceNow connection:
URL *                : https://<service-now.com>/
Username *       : <servicenow-username>
Password *        : <servicenow -password>
Client URL *      : https://<service-now.com>/
SFDC Service Cloud
The following example provides sample properties for setting up SFDC Service Cloud connection:
URL *                : <sfdc-url/services/Soap/u/32.0>
Username *      : <sfdcservicecloud-username>
Password *       : <sfdcservicecloud-password>
Client URL *     : < sfdc-clienturl/services/Soap/u/32.0>
Configure Field Mapping
You can map the information from UIM alarm to service desk incident fields. It is used to store the alarm details in relevant incident fields while generating an incident.
When you clone a default service desk resource, any existing field mapping relationships for that resource are also cloned.
Follow these steps:
  1. Navigate to the
    service desk application
    node and click
    new
    in the
    Field Mappings
    section. Complete the following information:
    • Service Desk Field:
      specifies the service desk incident field to be mapped with the UIM alarm field.
    • CA UIM Alarm Field:
      specifies the alarm field for the selected service desk field.
    • Default Value:
      specifies a default value for the service desk field.
      The
      Default Value
      is applicable only if both custom value and alarm fields are null.
    • Custom value:
      specifies a custom value for the selected service desk field. You can specify a combination of more than one alarm field as a text string. For example, $message, $nimid, $subsys, and so on.
  2. Click
    Save
    .
Assign a Service Desk Incident to a Group
You can assign a service desk incident to a particular group depending on the alarm severity. This helps in managing the incidents efficiently on the service desk.
Follow these steps:
  1. Navigate to the
    Group Assignment
    section of the
    service desk application
    node and complete the following information:
    • Enable Group Assignment:
      enables the probe to assign a service desk incident to a group.
    • Default Group Name:
      specifies the default group name to assign the service desk incident.
    • Group Name on Severity Increase:
      specifies the group name to assign the service desk incident when the alarm severity increases.
    • Group Name on Severity Decrease:
      specifies the group name to assign the service desk incident when the alarm severity decreases.
  2. Click
    Save
    .
Click
Delete
to delete the field mapping details when you do not want to display certain information in the incident.
(sdgtw 1.40 and later for ServiceNow only)
Update Incident Work Notes
The probe enables you to create more ServiceNow work notes when consecutive UIM alarms are detected. To achieve this, you must map the
Service Desk Field
work_notes
with
CA UIM Alarm Field
message
as shown in the following screenshot. Any change in the message text of the incident alarm, appears as a fresh note with timestamp on the same incident that is raised on the ServiceNow service desk. Thus, a single ticket can have multiple work notes, one note per UIM event. For example, if a device breaches the CPU threshold five times, then one ticket would contain five work notes; one threshold violation per incident.
Work notes alarm Message Mapping.png
(sdgtw 1.40 and later for ServiceNow only) Map USM URL with Service Desk Field
The probe enables you to specify the USM URL location of the machine from where the alarm is assigned. You must map a ServiceNow service desk field with CA UIM Alarm Field
usm_url
in the sdgtw probe. Thus, you can see this URL in the ServiceNow service desk. When this URL is clicked, it allows you to review the USM alarm history.
Configure Field Mapping for BMC Remedy Service Desk
To create incidents in BMC Remedy Service Desk, you must:
  • Configure field mappings for the following four Service Desk fields:
    • Assigned Support Company
    • Assigned Support Organization
    • First Name
    • Last Name
  • Enable the group assignment by selecting the
    Enable Group Assignment
    checkbox and provide the
    Default Group Name
    .
: This configuration can vary based on your BMC Remedy Service Desk configuration. Contact your BMC Remedy Admin for all the mandatory fields to create an incident.
Configure Incident Status for Alarm Acknowledgment
Navigate to the
Incident to Alarm Sync Settings
section of the
service desk application
node to specify comma-separated values for an incident status (for example, Closed, Resolved). Based on the specified values, the alarms corresponding to an incident are acknowledged. In case of customized incident status, the value in this field must be from the
sn_customized_status
list (for example, Closed, Canceled)
.
:
In case of customized incident status in ServiceNow, select one or more status that you configured as the value for the
sn_customized_status
key. For example, Canceled.
Configure Alarm Severity
You can map the alarm severity field to the service desk fields for incident Impact, Severity, and Urgency. This helps to prioritize the workload on the service desk.
Follow these steps:
  1. Navigate to the
    Urgency Level Mappings (CA UIM Alarm Severity to Service Desk)
    section of the
    service desk application
    node to map the alarm severity with the service desk incident for urgency.
  2. Update the following information:
    • Critical:
      specifies the
      Urgency
      of the incident when the alarm severity is
      Critical
      .
    • Major:
      specifies the
      Urgency
      of the incident when the alarm severity is
      Major
      .
    • Minor:
      specifies the
      Urgency
      of the incident when the alarm severity is
      Minor
      .
    • Warning:
      specifies the
      Urgency
      of the incident when the alarm severity is
      Warning
      .
    • Clear:
      specifies the
      Urgency
      of the incident when the alarm severity is
      Clear
      .
    • Information:
      specifies the
      Urgency
      of the incident when the alarm severity is
      Information
      .
  3. Click
    Save
    .
Priority Level Mappings (CA UIM Alarm Severity to Service Desk)
can’t be configured in the admin console for Service Now. In SN Service Desk,
Priority
value depends on
Impact
and
Urgency
values and is calculated according to the following sample data lookup rules:
Priority Data lookup rules
Impact
Urgency
Priority
1 - High
1 - High
1 - Critical
1 - High
2 - Medium
2 - High
1 - High
3 - Low
3 - Moderate
2 - Medium
1 - High
2 - High
2 - Medium
2 - Medium
3 - Moderate
2 - Medium
3 - Low
4 - Low
3 - Low
1 - High
3 - Moderate
3 - Low
2 - Medium
4 - Low
3 - Low
3 - Low
5 - Planning
sdgtw FAQs
Where do I specify the incident status in my probe configuration GUI to acknowledge the corresponding alarms in CA UIM?
Navigate to the
Incident to Alarm Sync Settings
section of the
service desk application
node and specify the incident status.
Can I delete a service desk resource?
No. You can only delete a service desk clone. Ensure that there are no existing rules configured before deleting the clone.