IT Service Management (ITSM) Integration

1.

OPEN

AvailabilityGuard detects an instance of a certain Gap (Risk) Signature and generates a new ticket:

·         First Detected On - updated to the Data Analysis time

·         Verified On - updated to the Data Analysis time

2.

OPEN -> OPEN

AvailabilityGuard detects that the issue remains:

·         Verified On – updated to the last Data Analysis time

3.

OPEN -> RESOLVED

User has marked the ticket as RESOLVED:

·         State is changed from OPEN to RESOLVED

·         Solved On – updated to the action time

4.

OPEN -> CLOSED

AvailabilityGuard detects that the issue is gone:

·         State is changed from OPEN to CLOSED

·         Closed On – updated to the last Data Analysis time

5.

RESOLVED -> REOPEN

AvailabilityGuard detects that the issue remains:

·         State is changed from RESOLVED to REOPEN

·         Verified On – updated to the last Data Analysis time

6.

RESOLVED -> CLOSED

See 'OPEN -> CLOSED'

7.

REOPEN -> CLOSED

See 'OPEN -> CLOSED'

8.

CLOSED -> REOPEN

AvailabilityGuard detects an issue which had already been generated as a ticket, but was gone since and is now valid again:

·         State is changed from CLOSED to REOPEN

·         Detected On – updated to the last Data Analysis time

·         Verified On – updated to the last Data Analysis time

9.

OPEN -> SUPPRESSED

User has marked the ticket as SUPPRESSED:

·         State is changed from OPEN to SUPPRESSED

·         Suppressed On – updated to the action time

·         Suppression Expires On – per the user choice (date or infinite)

10.

SUPPRESSED -> SUPPRESSED(OPEN)

AvailabilityGuard detects that the issue remains:

·         State is changed from SUPPRESSED to SUPPRESSED(OPEN)

·         Verified On – updated to the last Data Analysis time

11.

SUPPRESSED -> SUPPRESSED(CLOSED)

AvailabilityGuard detects that the issue is gone:

·         State is changed from SUPPRESSED to SUPPRESSED(CLOSED)

·         Closed On – updated to the last Data Analysis time

12.

SUPPRESSED -> REOPEN

The ticket's suppression time has expired, or the content of the ticket has significantly changed:

·         State is changed from SUPPRESSED to REOPEN

1.

Ticket ID

Integer

Y

Internal AvailabilityGuard ticket number 

2.

Title

String

Y

Ticket one-line summary 

3.

Description

String

Y

URL to the AvailabilityGuard UI ticket (requires login)

4.

Files

File (Array)

Y

Ticket Detail Report (PDF/RTF/HTML) / Link to AvailabilityGuard Ticket (HTML) (As description)

5.

Gap Type

String

Y

Gap type one-line description

6.

Severity

String

Y

"ERROR" / "WARNING" / "INFO"

7.

Presentation Gap Type

String

Y

The name of a custom gap signature (if not custom same as Gap Type)

8.

Affected Server List

Set (String)

Y

A list of all affected/relevant servers in the ticket

9.

Affected Database List

Set (String)

Y if DB gap

A list of all affected/relevant databases in the ticket

10.

Affected Storage Arrays List

Set (String)

Y if storage gap

A list of all affected/relevant arrays in the ticket

11.

Affected Business Entities

Set (String)

Y if configured

A list of all affected/relevant Business Entities in the ticket

9.

Suppressed

Boolean

N

True/False (Only on manual send out or when ticket is CLOSED)

10.

Notes

String

N

All the notes of the ticket

11.

Category

Set (String)

Y

A set of strings 

12.

Areas

Set (String)

Y

A set of strings

13.

Labels

Set (String)

Y

A set of strings

14.

Rating

Integer

Y

0 - 5

15.

State

String

Y

“OPEN”/”CLOSED”/”SUPPRESSED”/”REOPEN”/”SOLVED”

16.

Journal Update

String

Y

Constant text: 'AvailabilityGuard Update';

17.

First Detected On

Date

Y

18.

Detected On

Date

Y

19.

Suppression Expires On

Date

N

20.

Last Verified On

Date

Y

21.

Suppressed On

Date

Y

22.

Resolved On

Date

N

23.

Closed On

Date

N

24.

External Ticket ID

String

N

External ticketing system ticket identifier

25.

Is Update Successful

Boolean

N

1 – successful, 0 – failed

26.

Resolution

String

Y

Constant text: 'AUTOMATICALLY CLOSED'

27.

Closed Code

String

Y

Constant text: 'AUTOMATICALLY CLOSED'

28.

Is Manual

Boolean

Y

1 – manual update, 0 – automatic update

29.

Suppressed

Boolean

Y

1 – yes, 0 - no

1.

Scope

Provides a list of items for each of the following:

·         Hosts

·         Business Entities (LOBs)

·         Sites

·         Clusters

2.

Categories

Provides multiple selection (checkmark) of tickets with the following categories:

·         General

·         Data Risk

·         Completeness

·         Consistency

·         Tampering

·         Redundancy

·         Optimization

·         Best Practice

·         Saving Opportunity

·         Performance

·         Availability

·         Downtime

·         Extended Recovery Time

·         SLA Breach

·         Replication SLA

·         Availability SLA

·         Capacity SLA

3.

Severity

Provides multiple selection (checkmark) of tickets with the following severity:

·         Error

·         Warning

·         Information

4.

Labels

Provides multiple selection (checkmark) of Tickets with the following Labels:

AIX, CLARiiON, Cluster, DB2, DecUnix, ESXCluster, HDS, HPUX, IBM Managed System, IDMDS, Linux, MS SQL server, MSCS, NetApp, Oracle, PolyServe, PowerHA, RAC, SVC, Solaris, Sybase server, Symmetrix, VCS, VIO, VM, VMware, VMware SRM, Windows, XIV