HP Service Manager Incident Management Integration 2.2.1

COMMUNITY SUPPORTED

This integration is no longer supported because the management product is no longer supported by the vendor, and/or the version of AlarmPoint used for the integration is no longer supported. The integration is available here for use and modification by the customer.

Description

With the AlarmPoint integration, the appropriate technician can be  notified directly via voice, email, pager, BlackBerry, or other device.  Information about the failure will be presented to the event resolver  and decisions can be made in real-time.

Once a response is selected on the recipient’s remote device,  AlarmPoint will update the Service Manager incident in realtime. The  benefit is that this process is immediate – significantly faster than  the time required for Operations staff to notice the failures or  malfunctions, determine who is on call, and manually notify the right  person. In addition, the ability to take simple actions on the event  from any device gives the event resolver a quick way to deal with many  issues and communicate to other team members the current state of the  event.

During the process, every notification, response, and action is  logged in AlarmPoint. In addition, AlarmPoint automatically annotates  the original Service Manager incident with status information.

The AlarmPoint product features a self-service web user interface to  allow accurate assignment of responsible personnel for each job.  AlarmPoint also includes an optional enhanced Subscription panel that  allows both managed and self-subscription to Service Manager incidents.  This Subscription panel queries the Service Manager Server directly in  real time to retrieve lists of categories, subcategories, product types  and problem types removing the need to create and maintain these lists.

With the AlarmPoint Mobile Gateway, the appropriate technician can  create, view, and update Service Manager messages directly via a mobile  device’s web browser. Information about Service Manager messages can be  displayed on the mobile device and updated in real-time.

The benefit is that this process is immediate and may be done  remotely – providing users with an efficient method of handling Service  Manager issues or change requests from any mobile device. In addition,  the Service Manager integration can be updated to notify AlarmPoint  Users on their mobile device with a link to the mobile view of the  message, allowing the user to update the message remotely.


Prerequisites

The following components must be installed prior to installing the integration:

  • AlarmPoint 4.0 (patch 009 or later) with a valid Mobile Gateway license
  • AlarmPoint Integration Agent 4.0 (patch 002 or later)
  • AlarmPoint Developer IDE 4.0
  • HP Service Manager software, version 7.11 

Download Resources:

HP Service Manager Integration Package (Includes Documentation Manual) - Windows

Download(1.2 MB)

Download HP Service Manager Incident Managment Integration 2.2.1 Documentation Manual below.

xMatters Reference

JDN-1459 Originally created by Desi DosSantos

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