OML/OMU/OMW - SM 9.3x with PD integration does not work

Any update on SC/SM incidents can be synchronized back to OMW/OMU by generating pmu or pmc events in the eventout table. To automatically generate these events when updating or closing an incident, some configuration is needed in SC/SM.

1. In the Service Manager 7.0x Client, select “Menu navigation” ‐> “Tailoring” ‐> “Format Control”; in “Format Control” form, input “IM.template” in the Name textbox, then click the “Search” button.

2. To configure Service Manager to generate a pmu event when an incident is updated, select the record with the name “IM.template.update” from the list; in the “Format Control” form, click the “subroutines” button; then right click on the form, in the popup menu, select the menu item “Show Expanded Form”. (For SM 7.1x, the corresponding format control is called “IM.update.incident”)

3. In the expanded form, add a new subroutine definition by filling in the following information:

[Application Name]: axces.write

[Name 1]: record

[Value 1]: $file

[Name 2]: name

[Value 2]: pmu

[Error Message]: failed to write eventout record

[Update]: operator()~#"SCITO"

[Before]: true

After filling in the data, remember to click the “Save” button.

4. To configure Service Manager to generate a pmc event when an incident is closed, select the record with the name “IM.template.close” from the list, in the "Format Control" form, click the "subroutines" button; then right click on the form, in the popup menu, select the menu item "Show Expanded Form". (For SM 7.1x, the corresponding format control is called “IM.close.incident”.)

5. In the expanded form, add a new subroutine definition by filling in the following information:

[Application Name]: axces.write

[Name 1]: record

[Value 1]: $file

[Name 2]: name

[Value 2]: pmc

[Error Message]: failed to write eventout record

[Update]: operator()~#"SCITO"

[Before]: true

After filling in the data, remember to click the “Save” button.

 

After following the above steps you will notice that pmu event will not be generated. This is because in SM without PD you are prompt to im.update.icnident and with PD SM uses im.incident.categorization – for this form there is no format control record and because of that SM will not generate pmu events. The guide is for 7.x and at that time PD was not introduced. We need a new guide for SM 9.x with and without PD – I already addressed this to CPE.