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 › Create an Incident Manually

Create an Incident Manually

You can create an HP Service Manager incident for any CA SOI alert manually under either of the following conditions:

• You are not using automatic incident creation.
• The alert does not satisfy the escalation policy but warrants incident creation.

Follow these steps:

1. Select the alert to generate an HP Service Manager incident in the Alerts tab of the Operations Console.

   Alert information displays in the Component Detail pane. An empty Ticket ID field indicates that an incident has not yet been created.

2. Right-click the alert and select Take Action.

   Note: If the root cause of the alerts is the same and the situation is resolvable by one fix, then you can assign the same incident to multiple alerts

   The Select Action dialog opens.

3. Do one of the following:
   • Select an existing escalation policy action to submit the incident.
   • Click Create and create a Create Ticket action in the Escalation Action Editor dialog.
4. (Optional) Select the Use this selection as default and do not show this dialog again check box to hide this dialog in the future and use the default action. You can toggle this option in the Preferences dialog.
5. Click OK.

   An incident is opened in HP Service Manager that contains details about the alert. It uses the properties specified in the create ticket action that you selected. A confirmation dialog displays the ticket ID.

   Note: It may take up to a minute for the incident to be created and reflected in CA SOI.

If the incident is not generated, make sure that HP Service Manager does not contain custom or mandatory fields not defined on the CA Process Automation configuration forms. For more information about customizing HP Service Manager incident fields, see How to Customize HP Service Manager Incident Fields with CA SOI Alert Parameters.