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 › How to Customize HP Service Manager Incident Fields with CA SOI Alert Parameters

How to Customize HP Service Manager Incident Fields with CA SOI Alert Parameters

When an HP Service Manager incident is created (automatically or manually) based on a CA SOI alert, the CA Process Automation process CreateTicket creates the ticket using the configured HPSMConfiguration form.

Note: For more information about configuring these forms, see Configure and Test HP Service Manager Connection.

Users can customize the HP Service Manager web service that is used at their site. In addition to the set of standard fields that exist on the default web service, custom fields are often created to support unique business needs. Some fields require a value when the incident is created, while others are optional. Although the CA Process Automation HP Service Manager Gateway processes provide a set of predefined HP Service Manager parameters, you may need to define additional parameters to support the customized HP Service Manager web service at your site.

Configure support for custom or mandatory fields if you use any of the following:

• Custom fields on your HP Service Manager web service
• Standard HP Service Manager fields that are not on the HPSM Parameters or HPSM Additional Parameters configuration pages in CA Process Automation, are required to create an incident, and are not system-generated

Configure CA Process Automation to support these custom fields, or incident creation fails.