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SERVICE DESK IS OPENING MULTIPLE INCIDENTS

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Tajammul_Ahmed
Honored Contributor.

SERVICE DESK IS OPENING MULTIPLE INCIDENTS

Dear All,

We had configure OVO and Services desk integration, during the configuration the guide was fallowed strictly, our problem is, Service disk is generating multiple incidents for the same problem, like for example, if the node down, it should open only one ticket, but its opening the same ticket multiple times.

I know this, we have to something with the rules, if anyone had faced such type of problem, please help me to solve the issue.

Thanks
3 REPLIES
Mark O'Loughlin
Acclaimed Contributor.

Re: SERVICE DESK IS OPENING MULTIPLE INCIDENTS

Hi,

for each new OVO incident that is being created for the same incident, check the message string or the unique string being passed to OVSD. Is it changing for each OVO incident being registered for the same event?
Ruth Porter
Acclaimed Contributor.

Re: SERVICE DESK IS OPENING MULTIPLE INCIDENTS

Hi there,

A new incident will be opened whenever the field you have as your unique key is in fact unique.

This is usually source ID so check where you have configured this.

Hope this helps, Ruth
http://www.teamultra.net
Tajammul_Ahmed
Honored Contributor.

Re: SERVICE DESK IS OPENING MULTIPLE INCIDENTS

Hi,

I had found in the documentation that we have to create one more templet,

If you configure the opcmsg template to forward all messages to the
Trouble Ticket interface, a second incident will be created for every
incident that is sent from Service Desk to OVO. To prevent duplication of
incidents, you should configure an additional condition of the opcmsg
template to not forward messages to the Trouble Ticket Interface for
messages that contain ServiceDesk in the application parameter.

plase help me to create above template.