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Automate incident assignments

hello Experts,

I am new to this community and tool.

I have one scenario for handling tickets assignments.

Is there any way we can automate the ticket assignment to operator without making backend changes inside HPSM, I mean through some API or front end tools, Excel Macros etc on the user's desktop.

We do not want to make changes or scripting inside HPSM.

Or any other idea to automate the ticket assignment to avoid missing 'Acceptance SLAs', in case of bulk ticket generation.




2 Replies
Knowledge Partner
Knowledge Partner

Hi Nisahnt01apr,

If you can't change anything on HPSM configuration you can use Mass Update utility. Usually, it's disabled for regular users but it's also common to enable it for some selected power users... this can solve.

if not, you can also integrate through SOAP/REST, depending on your customization the default exposed services might be not enought.. talk with your local HPSM administrator and find out how to sort it out, maybe bulk incidents could already be open with an assignee, for example.

Breno Abreu

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As Breno said, you could use an external mechanism to update SM records through an API call, but you would likely need to configure your extaccess records to expose the fields you want to update. And even this isn't true "assignment"; that is, it would not occur on ticket creation, unless you were creating every ticket from an external source and never through the GUI.

There is nothing inherently wrong with configuring Service Manager past its out-of-box state. It is, in fact, intended to be tailored for your business processes and needs. The way(s) in which you go about configuring it is where you want to be circumspect. If you stick to clean methods, consolidated into in relatively few locations which create little to no upgrade conflicts, then you will have no long-term problems with your configurations.

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