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Integrating with SapphireIMS
SapphireIMS Service Desk is an ITIL 2011 certified, enterprise grade, comprehensive IT Service Management Suite. Using this solution, you can log incidents via multiple channels, categorize them, and have them automatically triaged and assigned to appropriate technicians as tickets.
eG Enterprise integrates with SapphireIMS Service Desk, so eG alerts can be automatically routed to Service Desk as and when they are raised by the eG manager. Then, using its Web Service API, Service Desk automatically converts the eG alerts into trouble tickets, and efficiently manages them with the help of its built-in workflow.
To integrate eG Enterprise with SapphireIMS Service Desk, do the following:
Select the Manager option from the Settings tile.
Figure 9 will then appear. From the manager settings tree in the left panel of Figure 9, 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 SapphireIMSoption in the right panel (see Figure 9). A SapphireIMS section will now appear in the right panel (see Figure 10).
Then, specify the following in Figure 10:
Subcategory: Sub-Category is a sub set of the category. For e.g. System Administration category can have sub-categories like 'Hardware','Software' etc. Mention the sub-category for eG alerts here. If the default sub-categories cannot be used, you can add an exclusive sub-category for eG alerts in service desk, and specify the name of that sub-category here.
$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 Slack. 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 service desk. The default format is as follows:
Priority: $prior Component: $cname Component Type: $ctype Layer: $layer Problem Description: $pdesc Start Time: $starttime
The text preceding the ‘:’ (colon) in the format above indicates what information follows. The ‘dollared’ ($) 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 service desk. 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 |