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assign incident to generic CI

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Raghunathan Tik
Frequent Visitor

assign incident to generic CI

Hi All,

is it possible to generate an incident and assign to a generic CI if the CI details not available in OVSD CMDB?

consider the scenario:

1) Monitoring tool is being managed by X person
2) OVSD CMDB is managed by Y Person
3) If Person Y modifies the CI or any of the parameters on the CI in OVSD CMDB that doesn't match with the CI info available in the Monitoring tool and this is not updated to person X
4) now Monitoring tool has identified an alert on the CI but this CI is not available in OVSD CMDB

under such instance, I do not want to lose the event rather want an Incident to be created and assigned automatically to a generic CI.

How do I configure to achieve this behavior?

thanks in advance

raman
5 REPLIES
Ramaprasad N
Esteemed Contributor
Solution

Re: assign incident to generic CI

Why don't you use the template for this?? Assign a default Misc CI in the external_event template. if the event received is not having a valid match in CMDB, it will create an Incident with the default CI mentioned in the template.

-Ram
Raghunathan Tik
Frequent Visitor

Re: assign incident to generic CI

Hi Ramprasad,

thanks a lot for your suggestion. I shall try the same and would revert.

raman
Raghunathan Tik
Frequent Visitor

Re: assign incident to generic CI

Hi Ramprasad,

I tested and found working fine. Now I have another issue.

How do i assign to the correct workgroup whenever an incident is generated? I was planning to specify the Monitoring workgroup in each CI and build a DB Rule which assigns the incidents to the Monitoring WOrkgroup of the CI; but unfortunately my client do not want to capture the monitoring workgroup details in the CI.

Kindly provide some hint on this.

thanks once again

raman
Ramaprasad N
Esteemed Contributor

Re: assign incident to generic CI

You can also do it based on the message group attribute. When you receive an incident from OVO message, you will have all the attributes of that message also, as part of the incident. Match for the message group. For each message group, you may have a WG identified. For example, all the incidents for the 'WINOSSPI' message group will be handled by the 'Windows specialists' WG. If you have such a matrix defined, then write a DB rule for each type of message group. When it matches a particular message group, the Assignment to WG should be set to the appropriate WG.

Hope this helps!!

-Ram
Raghunathan Tik
Frequent Visitor

Re: assign incident to generic CI

Hi Ramprasad,

Thanks for your reply.

my client is using Sitescope as monitoring tool. Their requirement is like this. They are going to specify the mail id (or the sms ID) in the sitescope. whenever an alert is triggered by Sitescope, it passes few parameters like the hostname, status and date&time along with this they are going to pass the mail id. I configured a generic person record for each mail id they have configured in sitescope and related this person record to the respective workgroup.

i configured the mapping referencing to the generic person record's mail id. so whenever an event is generated by Sitescope, the ticket is created in OVSD and since mapping is done on the To Person--> mail ID, assignment to Workgroup is automatically set as this generic person record is going to be linked to only one workgroup.

The issue now is, if by chance someone relats this person record to multiple workgroup, then the problem would be something different.

Any good suggestion that you can think of than the one that i am trying to use the above?

Thanks,
raman
//Add this to "OnDomLoad" event