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

Using the HP Service Manager Integration

You can create an HP Service Manager incident from any CA SOI alert that displays in the Operations Console. You can do so automatically using alert escalation policy or manually. Both methods generate the same incident.

Creating an HP Service Manager incident from a CA SOI alert performs the following actions:

• Creates a service desk case of type Incident in the HP Service Manager system that is tied to the CA SOI alert. This incident is assigned an HP Service Manager-generated identifier, which appears as the incident ID number in HP Service Manager. This value is then updated in the alert Ticket ID field in CA SOI.
• Populates the incident with CA SOI alert data such as the urgency, impact, description, priority, and title.
• Populates HP Service Manager-only incident fields using system-specified default values such as the assignment group, area, subarea, and affected service. Set these values in CA Process Automation.

  Note: For more information, see Configure and Test HP Service Manager Connection.

  Note: CA SOI automatically closes any ticket that is opened after an alert has cleared.

After you create the incident, you can display it in HP Service Manager directly from the Operations Console.

This section describes how to generate, view, and manage HP Service Manager incidents from CA SOI.