Context
Tool mentors explain how a tool can perform tasks, which are part of ITUP processes and activities. The tasks are listed as Related Elements in the Relationships section.
You can see the details of how processes and activities are supported by this tool mentor, by clicking the links next to the icons:
Details
Integration with a trouble-ticketing solution is one way that IBM® Tivoli® Enterprise Console® can log an incident. To
help you manage problems more efficiently, you can integrate your trouble ticket system, such as the Peregrine System
Service Center, with the Tivoli Enterprise Console product. To integrate your trouble ticket system, the Tivoli
Enterprise Console product provides the following items:
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Trouble ticket rules, which are defined in the troubleticket.rls file.The trouble ticket rules automatically open,
update, or close a trouble ticket in response to an event that meets the criteria you specify. The trouble ticket
rules also provide the function to associate an existing trouble ticket with the event for which the trouble ticket
was opened. The troubleticket.rls file is located in the default rule base in the TEC_RULES subdirectory.
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A sample script, TroubleTicket.sh. The TroubleTicket.sh script simulates the interface to a trouble ticket system.
The TroubleTicket.sh script is located in the Install_dir/bin/interp/TME/TEC directory on the event server. As
provided, when an event is received that matches the event criteria, the TroubleTicket.sh script writes the event
information in a text file in the /tmp directory named tteventID.log where eventID is the ID of the event. The
TroubleTicket.sh script updates the tteventID.log file with status and severity changes for the event and with
information about associated events.
The TroubleTicket.sh script also provides the function to perform these actions:
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Associate an existing trouble ticket ID to an event
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Reflect changes made in a trouble ticket in the associated event
To integrate your trouble ticket system with the Tivoli Enterprise Console product, complete the following procedures:
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Customize the trouble ticket rules to automatically respond to events as described in Customizing the trouble
ticket rules.
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Optionally, customize the TroubleTicket.sh script to add the script that invokes your trouble ticket system so that
it automatically opens, updates, and closes a trouble ticket in response to an event that meets your criteria.
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Optionally, enable your trouble ticket system to update events when an action has been performed on a trouble
ticket.
The following table describes how the trouble ticket rules and the TroubleTicket.sh script automatically open, update,
and close a trouble ticket in response to an event:
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Condition
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Action
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A new event is received that matches the specified criteria.
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A rule checks the value of the _assoc_flag parameter in the TroubleTicket.sh script and performs one of
these actions:
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If the value of the _assoc_flag is ON (the default value), the rule searches the event cache for a
similar event (one with the same event class, severity, and host name) that has a trouble ticket ID
in the ttid event slot. If such an event is found in the event cache, the TroubleTicket.sh script
associates the new event with the existing trouble ticket for the cached event. The
TroubleTicket.sh script sends the trouble ticket ID for the cached event to the event server, and
the event server updates the ttid event slot in the new event with the trouble ticket ID. The
TroubleTicket.sh script updates the /tmp/tteventID.log file with information about the associated
event. If a similar event is not found in the event cache, the TroubleTicket.sh sends a new trouble
ticket ID to the event server, and the event server updates the ttid event slot in the new event
with the trouble ticket ID. The TroubleTicket.sh script writes all the event slots of the event in
the /tmp/tteventID.log file and includes a message indicating that a trouble ticket should be
opened for this event.
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If the value of the _assoc_flag is OFF, the TroubleTicket.sh script sends a new trouble ticket ID
to the event server, and the event server updates the ttid event slot in the new event with the
trouble ticket ID. The TroubleTicket.sh script writes all the event slots of the event in the
/tmp/tteventID.log file and includes a message indicating that a trouble ticket should be opened
for the event.
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The status of an event associated with a trouble ticket has been changed to any value other than CLOSED.
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The TroubleTicket.sh script updates the /tmp/tteventID.log file with information describing the change made
to the event.
|
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An event associated with a trouble ticket has been closed.
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A rule checks the value of the _assoc_flag parameter in the TroubleTicket.sh script and performs one of
these actions:
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If the value of the _assoc_flag is ON (the default value), the rule searches for an event in the
event cache that has the same trouble ticket ID in the ttid event slot and is not closed. If an
associated event is found, the TroubleTicket.sh script updates the /tmp/tteventID.log file with a
message indicating that the event has been closed, but the trouble ticket is still open. If an
associated event is not found, the TroubleTicket.sh script updates the /tmp/tteventID.log file with
a message indicating that the original event for the trouble ticket has been resolved and closed.
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If the value of the _assoc_flag is OFF, the TroubleTicket.sh script updates the /tmp/tteventID.log
file with a message indicating that the original event for the trouble ticket has been resolved and
closed.
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The information in this document was obtained from the Tivoli Enterprise Console 3.9 User's Guide. All current
product manuals can be located on the IBM Web site in the Tivoli Information Center at http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?toc=/com.ibm.itec.doc_3.9/toc.xml.
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