OBM and Service Manager integration
We have integrated OBM 2020.05 with SM 9.41 and facing problems when Service Manager incident is been updated/resolved/closed
When Service Manager Incident is updated/Resolved/closed, we are expecting it should put corresponding OBM event, which we see is not happening.
Had anyone completed this integration and if yes please can you share details.
Do you mean when you update an incident in SM, this change is not reflected in OBM?
If yes, you can check the "Verify Connection" in SM Integration Manager and make sure that SM is able to communicate correctly with OBM.
Check the above and let me know how it goes.
Make sure the forwarding rule is "Notify and update" and your connected server definition for the SM connection, make sure that "enable and sync control" is set.
At present I am not using forwarding rule notification to create SM incident, I am creating incident using Transfer and Control menu item.
Transfer and Control in Connected servers is set to "Enable synchronize and transfer control"
As I said earlier when SM incident is closed, it closes OBM event, but when SM incident is set to Work in progress/Resolved, it is not updating corresponding OBM event.