Configuration

Configure the SCOM Product Connector

The SCOM Product Connector is created automatically the first time the Service Management Connector service is started.
After the first initialization, the Product Connector is ready to forward SCOM alerts to the Service Management Connector. Follow the steps below to forward a specific alert:

  • Start the SCOM Console
  • Go to the Monitoring pane and click Active Alerts
  • Select a SCOM alert for which an incident card should be created
  • Right click on the selected SCOM alert
  • Choose Forward to and then The Backbone Service Management Connector

Alert processing based on resolution state

Optionally, a subscription can be added to the Product Connector to forward SCOM alerts automatically. An example subscription is to forward all alerts with a specific resolution state. This example is explained in the steps below:

  • Start the SCOM Console
  • Go to the Adminstration pane and choose Internal Connecters
smc subscription internal connector
  • Select The Backbone Service Management Connector, right click and choose Properties
smc subscription properties
  • Click Add
  • Enter a name and a description for the new subscription and then Next
smc subscription add
  • No filter is applied based on groups, keep the default configuration and click Next
smc subscription groups
  • No filter is applied based on targets, keep the default configuration and click Next
smc subscription targets
  • Select all options under severity
  • Select all options under priority
  • Select the resolution state that has been added for processing an alert, e.g. Create TOPdesk Incident Card
  • Remove the selection for resolution states New and Closed
smc subscription criteria
  • Click Create

Verify the Service Management Connector

Verifying the configuration of the Service Management Connector is possible by changing the resolution state of a SCOM alert:

  • Start the SCOM Console
  • Go to the Monitoring pane and click Active Alerts
  • Select a SCOM alert for which an incident card should be created
  • Right click on the selected SCOM alert
  • Choose Set Resolution State -> Create TOPdesk Incident Card
change resolution state
  • The resolution state will change to Create TOPdesk Incident Card
  • After the polling interval of the SCOM Product Connector, the alert is tagged for the Product Connector. The Connector field and the Forwarding Status field will respectively be changed to The Backbone Service Managment Connector and Forwarding Pending.
  • Next, the alert is processed by de Connector and the resolution state changes to TOPdesk Incident Card Available and the TOPdesk incident number will be added to the Ticket ID field of the SCOM alert.
  • The TOPdesk incident card is created.

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