CA7 and HP Service Center

Anil Kumar Govindula · New User Joined: 06 Aug 2008 Posts: 9 Location: India

Right now, whenever there is a batch job abend we have to manually raise a ticket in Service Center.
Is there a way to automate it? I mean, if there is a abend during batch cycle, it should automatically create a ticket in Service Center.

Robert Sample · Posted: Tue Mar 22, 2011 4:42 pm

You should raise the issue with both the vendors involved. They can tell you whether or not what you want to do can be done, and if so, how to do it.

Nic Clouston · Posted: Tue Mar 22, 2011 7:12 pm

You mean you have to do it MANUALLY? How old-fashioned.

superk · Posted: Tue Mar 22, 2011 8:01 pm

Having previously been in the ESM arena, these seemingly easy tasks can become exceedingly hard to implement. You need products to process the failure messages (CA-7.SMF3*) from CA7. They need to be accumulated, formatted, and potentially ignored. They then need to get into the ticketing system. You may need the ability to create a new ticket vs. updating an existing ticket. A lot of those systems seem to lack a decent, open, API or agent that can be used. Just knowing WHO to assign a problem to can become a huge problem. Then you need notification and tracking systems to follow the failure through the notification, the assignment, the status updates, and the ultimate resolution.