Configuring ICD for improved incident reporting performance

The default object structure used in ICD sends larger than necessary message to the gateway. To enable ICD to send smaller MXINCIDENT messages to the gateway use the following instructions.

The Gateway for TSRM uses direct HTTP posts to the object structure servelet in ICD to log Create, Update and Query incidents.

The Query response will be larger than necessary if you use the standard MXINCIDENT object structure and configuration from Configuring ICD to receive journal entries from Netcool/OMNIbus events because you add the WORKLOG object to the MXINCIDENT object structure to enable the journaling feature to work.

To enable the Gateway for TSRM to receive the information it requires only, you must create a new object structure and the configure the gateway to send information to the HTTP servelet this creates.

The gateway requires the following attributes to be sent to or received from ICD on the INCIDENT object:
  • CHANGEDATE
  • CLASS
  • DESCRIPTION
  • EXTERNALSYSTEM
  • EXTERNALSYSTEM_TICKETID
  • REPORTEDBY
  • REPORTDATE
  • REPORTEDPRIORITY
  • STATUS
The gateway requires the following attributes for the create incident:
  • CLASS
  • CREATEDATE
  • DESCRIPTION
  • DESCRIPTION_LONGDESCRIPTION

To create the new object structure use the following example:

  1. Login to ICD and select: Integrations > Object Structures > New Object Structure
  2. Specify the following fields in the new object structure:
    • Object Structure: OMNIINCIDENT
    • Consumed By: INTEGRATION
  3. Select New Row and specify Object: INCIDENT
  4. Select New Row and specify the following:
    • Object: WORKLOG
    • Parent Object: INCIDENT
    • Relationship: MODIFYWORKLOG
  5. Click Save
  6. Now you exclude the attributes you do not want to use. Click Select Action > Exclude/Include Fields
  7. Select the Incident Object and exclude all attributes except:
    • CHANGEDATE
    • CLASS
    • DESCRIPTION
    • EXTERNALSYSTEM
    • EXTERNALSYSTEM_TICKETID
    • REPORTEDBY
    • REPORTDATE
    • REPORTEDPRIORITY
    • STATUS
  8. Select the WORKLOG object and exclude all attributes except:
    • CLASS
    • CREATEDATE
    • DESCRIPTION
  9. Select the Non-Persistent Field tab with WORKLOG still highlighted and include the DESCRIPTION_LONGDESCRIPTION attribute.
  10. Click OK then Save
  11. Specify the following properties in the gateway properties file to configure the TSRM gateway to use this new servelet:
    • Gate.TSRM.URLList : http://<servername>/meaweb/os/OMNIINCIDENT'
    • Gate.TSRM.TicketObjectName : 'OMNIINCIDENT'
  12. Restart the gateway.