Gateway operation

This section describes the operation of the IBM Tivoli Netcool/OMNIbus Gateway for HP ServiceManager.

The gateway manages three types of events, each of which performs a different ticket function. These are:
  • Open (PMO)
  • Update (PMU)
  • Close (PMC)

The PMO event type creates a HP ServiceManager ticket and forwards it to the HP ServiceManager Incident Management System. The Incident Management System issues a response to the ObjectServer to confirm that the ticket has been created.

The PMU event type updates a ticket if a change is made to an associated event in the ObjectServer. This ensures that tickets and alerts are synchronized.

The PMC event type closes a ticket if the associated event is resolved.

When a ticket is created using PMO, the gateway stores the serial number of the alert. When the Incident Management system responds, indicating that the ticket has been created, the gateway stores the number of the ticket.

By storing the serial number of the alert and the Incident Management Problem ID together, the gateway can track associated alerts and tickets.