Difference between revisions of "Integrating Service Desk with CA SPECTRUM"
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Spectrum integration with Service Desk is supported by CA with an integration module and it is detailed in the Spectrum documentation (or the Service Desk integrations [https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/common/greenbooks.html Green Book]. The integration provides: | Spectrum integration with Service Desk is supported by CA with an integration module and it is detailed in the Spectrum documentation (or the Service Desk integrations [https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/common/greenbooks.html Green Book]. The integration provides: | ||
| − | * Creating a Service Desk Request/Incident/Problem from a Spectrum Alarm (Spectrum 8.1 and 9). After the ticket is created in Service Desk, a bidirectional correspondence is in place: when the Alarm in Spectrum gets reassigned or cleared, the status is transmitted in Service Desk and vice-versa, when the ticket is Closed in Service Desk the Alarm gets cleared in Spectrum. Tickets can be created automatically by Spectrum (based on the Alarm type) or manually from each Alarm. | + | * Creating a Service Desk Request/Incident/Problem from a Spectrum Alarm (Spectrum 8.1 and 9). After the ticket is created in Service Desk, a bidirectional correspondence is in place: when the Alarm in Spectrum gets reassigned or cleared, the status is transmitted in Service Desk and vice-versa, when the ticket is Closed in Service Desk the Alarm gets cleared in Spectrum. |
| + | :Tickets can be created automatically by Spectrum (based on the Alarm type) or manually from each Alarm. | ||
* Synchronizing Spectrum models with Service Desk Configuration Items (Spectrum 9 only). This is a new concept in version 9 of Spectrum, a step towards integrating the Spectrum discovered network devices with the MDB asset data. | * Synchronizing Spectrum models with Service Desk Configuration Items (Spectrum 9 only). This is a new concept in version 9 of Spectrum, a step towards integrating the Spectrum discovered network devices with the MDB asset data. | ||
--[[User:Mitcr01|Mitcr01]] 07:51, 25 January 2009 (MST) | --[[User:Mitcr01|Mitcr01]] 07:51, 25 January 2009 (MST) | ||
Revision as of 14:54, 25 January 2009
There is a straightforward installation procedure out of the box which will create tickets when Spectrum detects an incident. For more informaton about Spectrum please see the Spectrum/eHealth Wiki
Jabba_71 22:44, 2 December 2008 (MST)
Spectrum integration with Service Desk is supported by CA with an integration module and it is detailed in the Spectrum documentation (or the Service Desk integrations Green Book. The integration provides:
- Creating a Service Desk Request/Incident/Problem from a Spectrum Alarm (Spectrum 8.1 and 9). After the ticket is created in Service Desk, a bidirectional correspondence is in place: when the Alarm in Spectrum gets reassigned or cleared, the status is transmitted in Service Desk and vice-versa, when the ticket is Closed in Service Desk the Alarm gets cleared in Spectrum.
- Tickets can be created automatically by Spectrum (based on the Alarm type) or manually from each Alarm.
- Synchronizing Spectrum models with Service Desk Configuration Items (Spectrum 9 only). This is a new concept in version 9 of Spectrum, a step towards integrating the Spectrum discovered network devices with the MDB asset data.
--Mitcr01 07:51, 25 January 2009 (MST)
