Integrating with HP Service Manager › How to Configure an HP Service Manager Integration › How to Configure HP Service Manager with CA Process Automation › Using the HP Service Manager Integration › Automatic HP Service Manager Incident Creation

Automatic HP Service Manager Incident Creation

The CA Process Automation HP Service Manager Gateway can automatically create an HP Service Manager incident when a CA SOI alert is generated. To configure automatic HP Service Manager incident creation, perform one of the following actions:

• Configure global alert escalation policy with a create ticket action.
• Configure nonglobal alert escalation policy for a service or alert queue with a create ticket action.
• Update existing policy to add a create ticket action.

For more information about creating and implementing alert escalation policy, see the Administration Guide.

When automatic incident creation is correctly configured, an HP Service Manager incident is automatically created after an alert is generated. Monitor the Alerts tab of the Operations Console Contents pane for new alerts and automatic incident generation.

Note: The incident and alert can take up to a minute to generate in CA SOI.

After the HP Service Manager incident is created, the following data displays in the CA SOI alert:

• The Ticket ID field is populated with the new incident identifier number.
• The Ticket ID field is also populated with a context-sensitive link to start HP Service Manager and display the created incident for the alert.

Note: If incidents are not generated, verify that the HP Service Manager does not contain custom or mandatory fields not defined on the CA Process Automation configuration forms. For more information, see How to Customize HP Service Manager Incident Fields with CA SOI Alert Parameters.