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Integrating with Ivanti Service Manager
Ivanti Service Manager, powered by HEAT, is a cloud-optimized ITSM solution, which automates workflows, eliminates manual processes, and improves business security and efficiency. Using the Service Manager, you can perform IT help desk / support ticketing or more advanced ITIL service management processes.
eG Enterprise integrates with Service Manager, so that eG alerts are automatically routed to Ivanti, resulting in the automatic creation/updation of trouble tickets.
To integrate eG Enterprise with the Ivanti Service Manager, do the following:
Select the Manager option from the Settings tile.
Figure 5 will then appear. From the manager settings tree in the left panel of Figure 5, select the ITSM/Collaboration Integration node. The third-party ITSM/Collaboration tools that eG Enterprise can integrate with will be listed in the right panel.
Now, click on the Ivantioption in the right panel (see Figure 5). An Ivanti section will now appear in the right panel (see Figure 6).
Figure 6 : Configuring integration with Ivanti Service Manager
Then, specify the following in Figure 6:
Source: Specify how the incident was submitted. Typically, this can be configured with values such as email, phone, etc. For eG alerts, the source is set by default, and it is AutoTicket.
Incident title: Specify the format in which the title of the trouble ticket is to be displayed in Service Manager. The default format is as follows:
$prior - $ctype / $cname - $pdesc
The ‘dollared’ ($) text in the format above is a key, the value of which varies at run time, depending upon the information contained in the eG alarms. For example, in the default format above, $prior is a key that represents the alarms priority, and changes according to the priority of the actual alarm that is sent by the eG manager to Service Manager. You are advised against changing any of the key names.
The other keys that are part of the default format are discussed in the table below:
$cname |
Will display the name of the problem component |
$ctype |
Will display the component type to which the problem component belongs |
$pdesc |
Will display a brief problem description |
Problem description: Against Problem description, specify the format in which the problem description should appear in the trouble ticket that is auto-created for eG alerts, in the Service Manager. The default format is as follows:
Priority: $prior Component Type: $ctype Component: $cname Layer: $layer Problem Time: $starttime Problem Description: $pdesc
The text preceding the ‘:’ (colon) in the format above indicates what information follows. The ‘dollared’ ($) text that follows the ‘:’ (colon) is a key, the value of which varies at run time, depending upon the eG alarms. For example, in the default format above, Priority is a label that indicates that the information that follows the ‘:’ is the priority of the alarm. The key $prior that succeeds the ‘:’ represents the alarm priority, and changes according to the priority of the actual alarm that is sent by the eG manager to the Service Manager. While you can change the labels, you are advised against changing any of the key names.
The other keys that are part of the default format are discussed in the table below:
$cname |
Will display the name of the problem component |
$ctype |
Will display the component type to which the problem component belongs |
$layer |
Will display the layer affected by the problem |
$starttime |
Will display the problem start time |
$pdesc |
Will display a brief problem description |