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Micro Focus Contributor
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(SM)Support Tip:How to populate url in the notification alerts for tickets in SM by OMU?

When an incident ticket is opened in Service Manager(SM), a notification will be sent to their respective assignment group. The notification alert can be configured to populate a URL so that the receiver of the email can directly access the incident by clicking on the URL.

Below are the steps to configure URL in  the notification record , when the incident tickets are created in SM by Operation Managers for Unix (OMU)..

 

1.Add the following line in the notification definition for IM Open

Type "note" in sm command line->Search for "IM Open" ->Modify the oob line as below:

 

Message class :pm

Message number :500

Arguments :{category in $L.file, number in $L.filel}

Condition :not same(nullsub(assignee.name in $L.file.save, "Empty"), assignee.name in $L.file)

Format :IM.notify.assignto

Notify method:email

Recipient:assignee.name

Group file:assignment

 

 

2.Add the custom script to populate the notification url for tickets generated in SM via OVO(Openview Operations Manager)

Type "fc" in sm command line->Search for "IM.open.incident"->Go to calculations tab

Add:true

Calculation: $L.record.query="number=\""+number in $file+"\"";$G.web.url=NULL;$G.web.url=jscall("urlCreator.getURLFromQuery", filename($file), $L.record.query, "")

Save the format control.

3.Modify the OOB(out of the box) format  "IM.notify.assignto" as below:

Type "fd" in sm command line->Click on design

---Add a label->Double click on newly added label, in the properties window specify->Caption "To view the details of the incident ticket, you can always click at the link below:"

--Add another label->Double click on newly added label, in the properties window specify->Caption "Url":->Input: $G.web.url

--Save the form.

Note: in the format contains a label field to display value of $L.web.url thus the receiver of that email could directly access the incident by clicking on this URL.

4. add querysecurity:0 in the sm.ini file

5.Check web.xml at your webserver and update like below:

<init-param>

<param-name>querySecurity</param-name>

<param-value>false</param-value>

</init-param>

6.Edit System Information Record

Menu Navigator ->System Administartion->Base System Configuartion->System Information Record->Active Integrations ->

specify correct WebServer URL (EX: http://localhost:8080/SM/index.do) and ESS URL(EX: http://localhost:8080/SM/ess.do)

7.Restart the SM application

8.Login as falcon

9.Raise a critical message in omw , a ticket gets created in SM.

10. type "eventout" in sm command line and search for the eventcode="email" in eventout queue.

11.Magnify the external information string to see the url populated.

 

A Sample external information string in eventout record for the email notification looks as below:

bresnahan.monte@advantage.com^falcon^Change.Coordinator;Chua.Kah.Joo;Dharmadassa.Kuruppu;Incident.Analyst;Incident.Coordinator;Problem.Coordinator^incident

Ticket No.: IM10154

Severity Level: 2

Ticket Generation Time: 12/02/10 19:59:29

Incident Type: incident

Affected CI:

Category: incident

Sub-category: access

Problem Type: authorization error

Title: test

Description: {"test

"}

To view the details of the incident ticket, you can always click at the link below:

 

http://localhost:8080/SM/index.do?ctx=docEngine&file=probsummary&query=number%3D%22IM10154%22&action=&title=Incident%20IM1015

IM10154 has been assigned to you.^incident IM10154 has been assigned to you.

 

 

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