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Operator initiated Servicedesk Ticket from OVO/Windows

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Hermann Wagner
Occasional Advisor

Operator initiated Servicedesk Ticket from OVO/Windows

I was ask for a solution how to create a SD ticket from OVO/W manually.
sdevent.ini needs attributes which doesn't come with the OVO/W event. So it would also be ok to create a ticket by a console command just with hostname, messagetext ... A connection from SD to OVO/W isn't neccessary at the moment. So I would like to add a operator action with a command to create the ticket.
Can anybody help me.
4 REPLIES
Oguz Kutlu Asi
Honored Contributor

Re: Operator initiated Servicedesk Ticket from OVO/Windows

Hi,

We've done it in the past for Ovo unix by adding a "insert incident" command to right click of message browser in java console. If operator selects that, a perl script runs, and the script gets all attributes of OVO message by running the

get_ovo_attributes

executable, then processes all
attributes to prevent unexpected error that can be caused by escape characters in
message attribute texts. Then the script runs

/opt/OV/sd/ovo/bin/sd_event

executable with modified attributes to create incidents on Service Desk.
What's right is right, whether or not God exists
Hermann Wagner
Occasional Advisor

Re: Operator initiated Servicedesk Ticket from OVO/Windows

Thanks Oguz Kutlu Asik for this hint. Unfortunately there is a still difference in OVO/Windows and OVO/Unix (I hope HP developers will read this). It's not possible to get the values like message ID from the ovo/windows event. I found out that there is a script available called sd_event.exe -f -v which may fulfill our requirements. I have to implement the sd integration and test it. If someone has experience in that I would appreciate to get some help.
Bryan Johns
Occasional Contributor

Re: Operator initiated Servicedesk Ticket from OVO/Windows

This can be done by modifying the OVO-SD.vbs script. We have implemented an approach where the operator adds an annotation to a message with a known string e.g. Forward2OVSD.

The script is modified in the new annotations path to look for this string in the latest annotation and then forward this to OVSD.

Code snipets:

The case statement for new annotations:
Case "OV_Message_NumberOfAnnotationsChangeEvent":
' VPW -> SD
If CheckManualForward(OV_Message) Then
Result = FwdCreation(OV_Message)
Else
If CheckOVSDIncident (OV_Message) Then
Result = FwdNoOfAnnoChange(OV_Message, Left(oArgs.item(2), InStr(oArgs.item(2), " ") - 1), Left(oArgs.item(3), InStr(oArgs.item(3), " ") - 1))
End If
Result = 0
End If


The two functions called follow. One is added to each modifiction call to check if the message is known to OVSD prior to sending updates.


'======================================================================'
' Check if new annotation is to initiate a forward to OVSD action
' This is identified by the Annotation being "Forward2OVSD" '
'
'======================================================================'
Function CheckManualForward (Message)
AnnoString = "Forward2OVSD"
LenAnnoString = Len(AnnoString)
' Get annotations
LastAnno = Message.NumberOfAnnotations
Annotation = Message.GetAnnotation(LastAnno, AnnoObj)
Annotation = EscapeQuotes(AnnoObj.Text)
If Left(Annotation, LenAnnoString) = AnnoString Then
CheckManualForward = True
Exit Function
End If
CheckManualForward = False
End Function
'======================================================================'
' Check if message is known to OVSD '
'
'======================================================================'
Function CheckOVSDIncident (Message)
AnnoString = "A service desk incident has"
LenAnnoString = Len(AnnoString)
' Get annotations
For i = 1 to Message.NumberOfAnnotations
Annotation = Message.GetAnnotation(i, AnnoObj)
Annotation = EscapeQuotes(AnnoObj.Text)
If Left(Annotation, LenAnnoString) = AnnoString Then
CheckOVSDIncident = True
Exit Function
End If
Next
CheckOVSDIncident = False
End Function


Hope this helps.
Hermann Wagner
Occasional Advisor

Re: Operator initiated Servicedesk Ticket from OVO/Windows

Thanks Brian,

I did it according to your advise and it works propperly.
Thanks a lot.
//Add this to "OnDomLoad" event