GroundWork Monitor Connector to BMC Service Desk Express Suite

The GroundWork Monitor Connector to BMC Service Desk Express (SDE) enables SDE tickets to be populated with detailed GroundWork Monitor data (including status, device, and last message information). GroundWork Monitor alarms alert operators to create tickets. Alarm events are automatically cleared when tickets in SDE are closed.

Benefits

By integrating GroundWork Monitor with your ticketing system, you cut problem resolution time. Tickets are automatically populated with all relevant GroundWork Monitor data, which makes information readily accessible. You can ensure accurate planning and forecasting because all faults are logged in the SDE service management system.

The GroundWork Monitor Connector enables automated integration of your monitoring system and your ticketing system. This eliminates the inconsistencies, errors, and omissions inherent in a manual process and results in quicker resolution times, as tickets always contain current, detailed information.

How It Works

The GroundWork Connector adds a Create a HelpDesk Ticket action to the GroundWork Event Console. Using Create a HelpDesk Ticket, an Operator can select alarm events and transfer the details to new tickets within BMC SDE. The newly created ticket numbers appear in the Event Console.

When tickets are closed in BMC SDE, the GroundWork Monitor Connector automatically detects the change and updates the corresponding alarm events in the Event Console, ensuring a consistent view between systems.

The GroundWork Monitor Connector to BMC SDE communicates with BMC SDE using the SDE Integration Engine Web Services.

Requirements

• Web services connectivity between GroundWork Monitor server and BMC SDE server
• BMC SDE user account and database account information for configuring the SDE Integration Engine Web Services
• BMC SDE schema details