Closing or Deleting Requests via OpManager Clear Alarm?
Hi,
I've been testing the OpManager and ServiceDesk Plus products at the organisation I work for. We are possibly looking at purchasing/implementing the products internally and for external clients.
I've set up notification profiles in OpManager to send events to ServiceDesk Plus.
My question is whether ServiceDesk Plus can associate Attention/Trouble/Critical Alarms with Clear Alarms. That way for example, if a server was down, a Trouble Ticket would be automatically created in the ServiceDesk. But when it was fixed and a Clear Alarm generated, the Trouble Ticket were set to a Closed status, without any manual intervention necessary.
At the moment each Clear Alarm creates a new ticket. So for example, a server were to go down and a Critical Ticket automatically created. Once a tech fixes the server and OpManager detects it as up again, a Clear Ticket is then created, which would then have to be closed manually, along with the previous Critical Ticket. It would be much more seamless to associate that Clear Alarm with the previous Critical Ticket and set it's status to Closed. Removing the need for someone to close 2 Tickets (a Critical and a Clear) manually each time a device monitored by OpManager were to have an issue.
Is it possible to Close an automatically created Ticket from OpManager via Clear Alarms? Or does an operator have to manually close the Trouble/Clear Tickets each time OpManager detects an issue and forwards it to the ServiceDesk?
Perhaps I've overlooked an option or function somewhere?
Any help would be much appreciated, thanks.
I've been testing the OpManager and ServiceDesk Plus products at the organisation I work for. We are possibly looking at purchasing/implementing the products internally and for external clients.
I've set up notification profiles in OpManager to send events to ServiceDesk Plus.
My question is whether ServiceDesk Plus can associate Attention/Trouble/Critical Alarms with Clear Alarms. That way for example, if a server was down, a Trouble Ticket would be automatically created in the ServiceDesk. But when it was fixed and a Clear Alarm generated, the Trouble Ticket were set to a Closed status, without any manual intervention necessary.
At the moment each Clear Alarm creates a new ticket. So for example, a server were to go down and a Critical Ticket automatically created. Once a tech fixes the server and OpManager detects it as up again, a Clear Ticket is then created, which would then have to be closed manually, along with the previous Critical Ticket. It would be much more seamless to associate that Clear Alarm with the previous Critical Ticket and set it's status to Closed. Removing the need for someone to close 2 Tickets (a Critical and a Clear) manually each time a device monitored by OpManager were to have an issue.
Is it possible to Close an automatically created Ticket from OpManager via Clear Alarms? Or does an operator have to manually close the Trouble/Clear Tickets each time OpManager detects an issue and forwards it to the ServiceDesk?
Perhaps I've overlooked an option or function somewhere?
Any help would be much appreciated, thanks.