You can start the integrated help desk product directly from the Operations Console using the context-sensitive link in the Alert Details tab to view the ticket that is associated with an alert.
Follow these steps:
Alert information displays in the Alert Details tab of the Component Detail pane. A populated Ticket ID field indicates that a ticket has been created for the alert.
Note: If a link does not appear for the Ticket ID, check the help desk server to ensure that it is running.
A login page opens for the help desk product.
Note: (CA Service Desk only) You can configure CA Service Desk to go directly to trouble ticket detail without prompting for the user name and password first. For more information, see Enable Automatic Links to Tickets.
The help desk product displays details about the ticket that is generated for the alert. From this page, you can update and save changes directly to the ticket.
The following fields contain CA SOI-specific information by default:
CA Service Desk
Contains a subset of the Description field from the CA SOI alert.
Contains the entire Description field from the CA SOI alert.
Contains the maximum priority of all of the impacted services of the alert.
Contains the alert severity.
Contains the maximum impact on all impacted services of the alert.
Contains the Root Cause of the CA SOI alert.
Contains the instanceID of the CA SOI alert.
BMC Remedy
Contains a subset of the Description field from the CA SOI alert.
Contains the entire Description field from the CA SOI alert.
HP Service Manager
Contains a subset of the Description field from the CA SOI alert.
Contains the entire Description field from the CA SOI alert.
|
Copyright © 2013 CA.
All rights reserved.
|
|