1 Reply Latest reply on May 24, 2010 2:39 AM by Stu McNeill

    Automated Incident Creation

    Rookie

      We have a system that can trigger ticket generation based on XML files. I'm waiting to get some more information on how exactly it does this. Has anyone else setup a process for automated incidents using XML? Is this possible in Service Desk.

       

      Current Version: 7.2.6

        • 1. Re: Automated Incident Creation
          Stu McNeill Employee

          Hi Philip,

           

          There is a product component called OpenTouch for automating queries, incident creation and process actions via XML files.  Ask your sales/account manager for more information but you may find it overkill depending on what you're trying to do.

           

          Other options to explore for automatic incident creation are using mail integration or Event Manager/NMS integration.  If you are just looking to create incidents automatically on a schedule this can also be done within the product using a mixture of a good "master" process and scheduled bulk "Create Child Incident" actions.  Again it all depends on what you're trying to do.

           

          Andy Parker will no doubt have more ideas to add if you could elaborate on your requirements?

           

          Thanks