When a ticket associated with a CA SOI alert changes, CA Service Desk can send CA SOI notifications. The notifications update the ticket’s associated alert in CA SOI to reflect changes to the ticket. For example, you can configure the CA Service Desk integration so that a ticket closure triggers an automatic ticket closed notification. This notification triggers CA SOI to clear the associated alert. Similarly, when a ticket is transferred, a ticket transfer notification triggers CA SOI to update the troubleshooter information for the associated alarm.
These notifications use the CA Service Desk keywords that must match the keywords that you set in the CA SOI integration. By default, the keyword for the close action is Closed. The keyword for the transfer action is “Transfer” (in both CA Service Desk and the CA SOI integration configuration).
Note: The keywords are case-sensitive.
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