EAA-FM Trouble Ticket Handler

12.0
Configuration Guide
 Contents

Contents

Notices 3

Important Information 4

In This Guide 5

NetExpert Trouble Ticket Handler Overview 6

Configuring NetExpert Trouble Ticket Handler 7

NetExpert Trouble Ticket Handler Functions 11

NetExpert Trouble Ticket Handler Incident Ticket Status Change Notifications Workflow 13
NetExpert Trouble Ticket Handler Alert Severity Notifications Workflow 14
NetExpert Trouble Ticket Handler Update Ticket Status Workflow 14
NetExpert Trouble Ticket Handler Auto Associate Correlated Alerts to TT Incidents from NX-FM
Workflow 15
NetExpert Trouble Ticket Handler Auto Disassociate Correlated Alerts to TT Incidents from NX-
FM Workflow 15
NetExpert Trouble Ticket Handler TT Ingestion workflow for SM Created Incidents (NX-FM) 16
Manually Creating Trouble Ticket Incident ID 16
Manually Associating Alerts to Existing Trouble Ticket Incident ID 19
Manually Disassociating Alerts from Existing Trouble Ticket Incident ID 22
Trouble Ticket Operations Failure Error Message Notification from TT Manager 25
Associated Ticket Data in Alert Details Widget 27

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 2


Notices
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EAA-FM Trouble Ticket Handler 12.0 Configuration Guide
Notices
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3
 Important Information

Important Information
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general discussion.

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 4

 In This Guide

In This Guide
NetExpert Trouble Ticket Handler Overview on page 6
Provides a brief description of the NetExpert trouble ticket handler.
Configuring NetExpert Trouble Ticket Handler on page 7
Describes the procedure to configure NetExpert trouble ticket handler with trouble ticketing systems.
NetExpert Trouble Ticket Handler Functions on page 11
Describes the NetExpert trouble ticket handler functions.

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 5

 NetExpert Trouble Ticket Handler Overview

NetExpert Trouble Ticket Handler Overview

The Trouble Ticket Handler is a NetExpert component which provides interfaces for integrating trouble ticket systems
with EAA-FM. It interfaces with the following components:
• NX-REST.
• TT Ingestion.

Figure 1: NX TT Handler

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 6

 Configuring NetExpert Trouble Ticket Handler

Configuring NetExpert Trouble Ticket Handler

This section describes the procedure to configure the NetExpert Trouble Ticket Handler with the Trouble Ticket
Systems.
Configure the NetExpert Trouble Ticket Handler with the Trouble Ticket Systems as follows:
1. Update the following default resource parameters and their values in the nx-tt-handler.properties file:
############ NX-REST ###############
nx.rest.rootPath=http://indev-rhel6-1:9080/api
nx.rest.user=testuser
nx.rest.pwd=testpass
oauth.rootPath=http://oauth2-pm-eaa-staging.apps.ocp.mycom-osi.com/eaa-nims-
oauth2
client.api.key=f//TqTXsS6NK9ZiRm8coUg==
############ TT-INGESTION #########
kafka.servers=v6integ:9092, v6integ:9093
event.troubleticket.topic.groupId=TTI-BROADCASTER-NX-TT-HANDLER
zookeeper.hosts=v6integ:2181
event.troubleticket.topic=TTI-BROADCASTER
Oracle DB properties ################
osi.db.server=indev-db-1
osi.db.port=1521
osi.db.sid=dev112lx
osi.db.user=vzw11_dxs1
osi.db.pwd=osi
####### TT-Manager #####################
tt.manager.client.api.key=f//TqTXsS6NK9ZiRm8coUg==
tt.manager.rest.root.path=http://inqa-rhel7-2.mycom-internal.com:9999
ttManager.timeout=120000
##### For NX-Rest API kafkapush ########################
alert-change.topic=NX-ALERT-NOTIFICATIONS
alert-change.kafka.servers=indev-rhel6-3.mycom-internal.com:9092
alert-change.topic.groupId=NX-ALERT-NOTIFICATIONS-TT-HANDLER
nx.kafka.maxSend=1000
nx.kafka.pruneDuplicates=true
nx.kafka.queueCapacity=50000
nx.kafka.fullQueueWaitMilliseconds=0
nx.kafka.deleteOnFailure=false
nx.kafka.kafkaValueSerializerClass=org.apache.kafka.common.serialization.
StringSerializer
nx.kafka.kafkaKeySerializerClass=org.apache.kafka.common.serialization.
StringSerializer
nx.kafka.resource.alert=alert
nx.kafka.message.format.subscribed=DELTA_ALERTS
####### TT-Query ################################
ttQuery.rest.rootPath=${env:TT_QUERY_REST_ROOTPATH}
##### For Error-Handling Asynchronous flow ################
error-handle.topic=TTM-EXTERNALSOURCE-ERROR
error-handle.kafka.servers=indev-rhel6-3.mycom-internal.com:9092
error-handle.topic.groupId=TTM-EXTERNALSOURCE-ERROR-TT-HANDLER
2. Save and close the file.
The configuration is updated.

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 7

 Configuring NetExpert Trouble Ticket Handler

Table 1: Resource Configuration Parameters

Parameter Description Example

nx.rest.rootPath NX-REST API URL name. http://indev-rhel6-1:9080/
api
nx.rest.user NX-REST application login username testuser
nx.rest.pwd NX-REST application login password testpass
oauth.rootPath Specifies an OAuth URL to receive http://oauth2-pm-eaa-
an access token and to use as a user staging.apps.ocp.mycom-
authentication. osi.com/eaa-nims-oauth2
client.api.key Specifies a property used to get oauth token. f//
TqTXsS6NK9ZiRm8coUg==
Note: Oauth access token changes
every time you authorize.

kafka.servers Kafka server hostname and the port. v6integ:9092, v6integ:9093

Specifies a list of host/port pairs to use for
establishing the initial connection to the
Kafka cluster. For example the list should be
in the form:
host1:port1,host2:port2,...:

event.troubleticket.topic.groupId Specifies a unique string that identifies TTI-BROADCASTER-NX-

the consumer group this consumer TT-HANDLER
belongs to. This property is required if the
consumer uses either the group management
functionality by using
subscribe(topic)
or the Kafka-based offset management
strategy.
zookeeper.hosts Specifies the ZooKeeper connection string in v6integ:218
the form
hostname:port
where host and port are the host and port of
a ZooKeeper server.
event.troubleticket.topic Specifies a category or feed name to which TTI-BROADCASTER
messages are published.
osi.db.server Specifies the osi database server hostname. indev-db-1
osi.db.port Specifies the osi database port. 1521
osi.db.sid Specifies the osi database SID. dev112lx
osi.db.user Specifies the osi database login username. vzw11_dxs1
osi.db.pwd Specifies the osi database login password. osi
tt.manager.client.api.key Specifies a property used to get oauth token f//
from TT-Manager. TqTXsS6NK9ZiRm8coUg==

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 8


Parameter
tt.manager.rest.root.path
ttManager.timeout
alert-change.topic
alert-change.kafka.servers
alert-change.topic.groupId
nx.kafka.maxSend
nx.kafka.pruneDuplicates
nx.kafka.queueCapacity
nx.kafka.fullQueueWaitMilliseconds Specifies an NX-REST Kafka producer
nx.kafka.deleteOnFailure
nx.kafka.kafkaValueSerializerClass Specifies an NX-REST Kafka producer
nx.kafka.kafkaKeySerializerClass
nx.kafka.resource.alert
EAA-FM Trouble Ticket Handler 12.0 Configuration Guide
Configuring NetExpert Trouble Ticket Handler
Description Example
Note: Oauth access token changes
every time you authorize.
Specifies the root path of the TT-Manager http://inqa-rhel7-2.mycom-
application. internal.com:9999
Specifies a timeout value ( in ms) if TT- 120000
Manager/NX-REST is unresponsive to API
calls made from TT-Handler.
Specifies the Kafka topic on which NX- NX-ALERT-
REST pushes alert notifications, nx-tt- NOTIFICATIONS
handler will consume from it.
Specifies the Kafka server from which nx-tt- indev-rhel6-3.mycom-
handler is consuming. internal.com:9092
Specifies the group id for alert notifications. NX-ALERT-
NOTIFICATIONS-TT-
HANDLER
Specifies an NX-REST Kafka producer 1000
property, used by TT-Handler to get the
subscription from NX-REST.
Specifies an NX-REST Kafka producer true
property, used by TT-Handler to get the
subscription from NX-REST.
Specifies an NX-REST Kafka producer 50000
property, used by TT-Handler to get the
subscription from NX-REST.
0
property, used by TT-Handler to get the
subscription from NX-REST.
Specifies an NX-REST Kafka producer false
property, used by TT-Handler to get the
subscription from NX-REST.
org.apache.kafka.common.
property, used by TT-Handler to get the serialization.StringSerializer
subscription from NX-REST. Deserializer
class for value that implements the
org.apache.kafka.common.serialization.
Deserializer interface.
Specifies an NX-REST Kafka producer org.apache.kafka.common.
property, used by TT-Handler to get the serialization.StringSerializer
subscription from NX-REST. Deserializer
class for key that implements the
org.apache.kafka.common.serialization.
Deserializer interface.
Specifies an NX-REST Kafka producer alert
property, used by TT-Handler to get the
subscription from NX-REST.
9
 Configuring NetExpert Trouble Ticket Handler

Parameter Description Example

nx.kafka.message.format.subscribed Specifies an NX-Rest Kafka producer DELTA_ALERTS
property, used by TT-Handler to get the
subscription from NX-REST, and describes
the message format in which notifications to
be received.
ttQuery.rest.rootPath TT Query REST root path http://inqa-rhel7-2.mycom-
internal.com:9999/tt-query/
api/v1
error-handle.topic Specifies the error handling Kafka topic TTM-EXTERNALSOURCE-
ERROR
error-handle.kafka.servers Specifies the error handling Kafka server indev-rhel6-3.mycom-
address internal.com:9092
error-handle.topic.groupId Specifies the error handling Kafka topic Id TTM-EXTERNALSOURCE-
ERROR-TT-HANDLER

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 10

 NetExpert Trouble Ticket Handler Functions

NetExpert Trouble Ticket Handler Functions

This section describes the functions of the NetExpert Trouble Ticket Handler based upon use cases.
The NetExpert Trouble Ticket Handler provides the following functionality:
1. Use Case 1.
Update the incident ticket status changes notifications to EAA-FM platform.
• The NetExpert trouble ticket handler provides the ability to receive the incident ticket status changes
notifications from BMC Remedy system through Kafka topics and display it to an Alert Manager URL through
NX-REST interface.
NetExpert Trouble Ticket Handler Incident Ticket Status Change Notifications Workflow on page 13
2. Use Case 2.
Update the alert severity notifications to TT Manager.
• The NetExpert trouble ticket handler provides the ability to receive the alert severity notifications from an
Alert Manager URL through Kafka topics subscriptions using NX-REST interface and posts it to the TT
Manager.
NetExpert Trouble Ticket Handler Alert Severity Notifications Workflow on page 14
3. Use Case 3.
Update ticket status as resolved on TT Manager and NetExpert MIB (database) when root cause alarm (primary
alerts) is cleared from EAA-FM platform.
• The NetExpert trouble ticket handler provides the ability to send disassociate ticket request to update the ticket
status as resolved on TT Manager and NetExpert MIB (database) through Kafka topics subscriptions using
NX-REST interface when root cause alarm (primary alerts) is cleared from an Alert Manager URL.
NetExpert Trouble Ticket Handler Update Ticket Status Workflow on page 14
4. Use Case 4.
Auto Associate correlated alerts to TT Incidents from EAA-FM.
• When an alert is correlated to a correlation alert for which an incident is already associated, NetExpert trouble
ticket handler sends associate request to add child alert information to an incident ticket of the correlation alert
on TT Manager through Kafka topics subscriptions using NX-REST interface.
NetExpert Trouble Ticket Handler Auto Associate Correlated Alerts to TT Incidents from NX-FM Workflow on
page 15
5. Use Case 5.
Auto Disassociate correlated alerts to TT Incidents from EAA-FM.
• When a correlated alert is removed from a correlation alert for which an incident is already associated,
NetExpert trouble ticket handler sends disassociate request to remove child alert information from an incident
ticket of the correlation alert on TT Manager through Kafka topics subscriptions using NX-REST interface.
NetExpert Trouble Ticket Handler Auto Disassociate Correlated Alerts to TT Incidents from NX-FM Workflow
on page 15
6. Use Case 6.
TT Ingestion workflow for SM Created Incidents (NX-FM).
• When an incident ticket is created in BMC Remedy, NetExpert trouble ticket handler receives the incident
ticket notifications with key fields (AMO name and TT id) from BMC Remedy system through Kafka topics
and check for the alerts in the NX-FM system which exist on that AMO through Kafka topics subscriptions
using NX-REST interface. If an alert already exists for an incident ticket AMO, NetExpert trouble ticket
handler sends the associate request to TT Manager to associate all the alerts to the incident ticket. If an alert

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 NetExpert Trouble Ticket Handler Functions

does not exist for an incident ticket AMO, NetExpert trouble ticket handler sends the request to update the
incident ticket status as resolved on TT Manager.
NetExpert Trouble Ticket Handler TT Ingestion workflow for SM Created Incidents (NX-FM) on page 16
7. Use Case 7.
Manual TT Incident Id creation for an alert or set of selected alerts from EAA-FM platform.
• You can manually create TT incident Id for an alert or set of selected alerts from an Alert Manager application.
When you select create TT action for an alert or set of selected alerts from an Alert Manager application,
NetExpert trouble ticket handler sends create TT request to TT Manager through Kafka topics subscriptions
using NX-REST interface. Once the incident ticket is created in BMC Remedy, the NetExpert trouble ticket
handler receives created incident ticket notifications from BMC Remedy system through Kafka topics and
display it to an Alert Manager URL through NX-REST interface.
Manually Creating Trouble Ticket Incident ID on page 16
8. Use Case 8.
Manual Associate an alert or set of alerts to an existing trouble ticket incident Id from EAA-FM platform.
• You can manually associate an alert or set of alerts to an existing trouble ticket incident Id from an Alert
Manager application. When you select an associate TT action for an alert or set of alerts from an Alert
Manager application, NetExpert trouble ticket handler sends associate TT request to TT Manager through
Kafka topics subscriptions using NX-REST interface. Once the alert is associated with the existing incident
ticket in BMC Remedy, the NetExpert trouble ticket handler receives associated incident ticket notifications
from BMC Remedy system through Kafka topics and displays it to an Alert Manager URL through NX-REST
interface.
Manually Associating Alerts to Existing Trouble Ticket Incident ID on page 19
9. Use Case 9.
Manual Disassociate an alert or set of alerts from an existing trouble ticket incident Id from EAA-FM platform.
• You can manually disassociate an alert or set of alerts from an existing trouble ticket incident Id from an
Alert Manager application. When you select disassociate TT action for an alert or set of alerts from an Alert
Manager application, NetExpert trouble ticket handler sends disassociate TT request to TT Manager through
Kafka topics subscriptions using NX-REST interface. Once the alert is disassociated from the existing incident
ticket in BMC Remedy, the NetExpert trouble ticket handler receives disassociated incident ticket notifications
from BMC Remedy system through Kafka topics and displays it to an Alert Manager URL through NX-REST
interface.
Manually Disassociating Alerts from Existing Trouble Ticket Incident ID on page 22
10.Use Case 10.
Trouble ticket operations failure error message notifications from TT Manager.
• If a manual create/update trouble ticket request from EAA-FM platform to TT Manager fails, an error message
appears on the Alert Manager application. In case of trouble ticket operations failure on TT Manager, the
NetExpert trouble ticket handler receives error notification with an error code and description from BMC
Remedy system through Kafka topics and displays it to the TTError EAP (TTError is the default seeded EAP
for the alerts) column of the alert in the nxeatalertprop table of the Alert Manager through NX-REST interface.
To view the errors in Alert Manager/Alert Navigator. You need to modify the default column display of Alert
Manager/Alert Navigator to get TTError EAP column of the alert in the nxeatalertprop table.
Note: In case, if nx-tt-handler is installed on an existing system than we need to apply nx db patch on
the existing NetExpert database manually to get an error message notification.

Trouble Ticket Operations Failure Error Message Notification from TT Manager on page 25
11.Use Case 11.
Associated trouble ticket data in Alert Details Widget of EAA-FM platform.

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 12

 NetExpert Trouble Ticket Handler Functions

• In the Alert Manager application, you can view the associated trouble ticket data in Alert Details Widget for an
associated alert.
When the alert is associated with the incident ticket in BMC Remedy and stored to TT Query, the NetExpert
trouble ticket handler receives associated ticket data details from TT Query and displays it to an Alert Manager
URL through NX-REST interface.
Associated Ticket Data in Alert Details Widget on page 27
12.Use Case 12.
Creating manual incident ticket Id on existing correlation alert and updating the correlated alerts with same
incident ticket Id from EAA-FM.
• You can manually create TT incident Id for an existing correlation alert from an Alert Manager application,
then the correlated alerts of a correlation are automatically get associated with the same incident id. When
you select create TT action for an existing correlation alert from an Alert Manager application, NetExpert
trouble ticket handler sends create TT request along with the child alert information to TT Manager through
Kafka topics subscriptions using NX-REST interface. Once the incident ticket is created and child alert gets
associated with the same incident ticket in BMC Remedy, the NetExpert trouble ticket handler receives created
incident ticket notifications from BMC Remedy system through Kafka topics and displays it to an Alert
Manager URL through NX-REST interface.
For more information related to manual TT incident Id creation. See Manually Creating Trouble Ticket
Incident ID on page 16
.

NetExpert Trouble Ticket Handler Incident Ticket Status Change

Notifications Workflow
The NetExpert trouble ticket handler incident ticket status change notifications workflow is as follows:
1. BMC remedy receives a request to update incident ticket status.
2. Trouble Ticket Connector updates the incident ticket status in BMC Remedy and posts data to the TT Ingestion.
3. TT Ingestion receives updated ticket status notifications from Trouble Ticket Connector and posts to a Kafka
topic.
4. NX TT Handler consumes the updated ticket status from Kafka topic and displays it to an Alert Manager URL
through NX-REST interface.

Figure 2: Incident Ticket Status Change Notifications Workflow

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 NetExpert Trouble Ticket Handler Functions

NetExpert Trouble Ticket Handler Alert Severity Notifications Workflow

The NetExpert trouble ticket handler alert severity notifications workflow is as follows:
1. Alert Manager receives a request to update alert severity.
2. NX TT Handler subscribes the alert severity notifications to a Kafka topic using NX-REST interface.
3. NX TT Handler consumes the alert severity notifications from Kafka topic and posts it to the TT Manager.

Figure 3: Alert Severity Notifications Workflow

NetExpert Trouble Ticket Handler Update Ticket Status Workflow

The NetExpert trouble ticket handler update ticket status workflow is as follows:
1. Alert Manager receives a request to clear root cause alarm (primary alerts).
2. NX TT Handler subscribes ticket status of the root cause alarm (primary alerts) to a Kafka topic using NX-REST
interface.
3. NX TT Handler consumes ticket status of the root cause alarm (primary alerts) from Kafka topic and sends
disassociate ticket request to the TT Manager.
4. The ticket status of the root cause alarm (primary alerts) is updated as resolved on TT Manager and NetExpert
MIB (database).

Figure 4: Update Ticket Status Workflow

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 14

 NetExpert Trouble Ticket Handler Functions

NetExpert Trouble Ticket Handler Auto Associate Correlated Alerts to TT

Incidents from NX-FM Workflow
The NetExpert trouble ticket handler auto associate correlated alerts to TT Incidents from NX-FM workflow is as
follows:
1. Alert Manager/DMP receives a request to correlate an alert to the correlation alert for which an incident is already
associated.
2. NX TT Handler subscribes correlated alerts (child alerts) information to a Kafka topic using NX-REST interface.
3. NX TT Handler consumes correlated alerts (child alerts) information from Kafka topic and sends the associate
request to the TT Manager.
4. The correlated alerts (child alerts) information is added to an incident ticket of the correlation alert on TT
Manager.

Figure 5: Auto Associate Correlated Alerts to TT Incidents from NX-FM Workflow

NetExpert Trouble Ticket Handler Auto Disassociate Correlated Alerts to

TT Incidents from NX-FM Workflow
The NetExpert trouble ticket handler auto disassociate correlated alerts to TT Incidents from NX-FM workflow is as
follows:
1. Alert Manager/DMP receives a request to remove the correlated alert from the correlation alert for which an
incident is already associated.
2. NX TT Handler subscribes uncorrelated alerts (child alerts) information to a Kafka topic using NX-REST
interface.
3. NX TT Handler consumes uncorrelated alerts (child alerts) information from Kafka topic and sends disassociate
request to the TT Manager.
4. The uncorrelated alerts (child alerts) information is removed from an incident ticket of the correlation alert on TT
Manager.

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 15

 NetExpert Trouble Ticket Handler Functions

Figure 6: Auto Disassociate Correlated Alerts to TT Incidents from NX-FM Workflow

NetExpert Trouble Ticket Handler TT Ingestion workflow for SM Created

Incidents (NX-FM)
The NetExpert trouble ticket handler TT Ingestion workflow for SM created incidents (NX-FM) is as follows:
1. BMC remedy receives a request to create an incident ticket.
2. Trouble Ticket Connector creates the incident ticket in BMC Remedy and posts incident ticket data to the TT
Ingestion.
3. TT Ingestion receives incident ticket notifications from Trouble Ticket Connector and posts to a Kafka topic.
4. NX TT Handler consumes the created incident ticket notifications with key fields (AMO name and TT id) from
Kafka topic.
5. NX TT Handler check for the alerts in the NX-FM system which exist on that AMO through Kafka topics
subscriptions using NX-REST interface.
6. If an alert already exists for an incident ticket AMO, NetExpert trouble ticket handler sends the associate request
to TT Manager to associate all the alerts to the incident ticket.
7. If an alert does not exist for an incident ticket AMO, NetExpert trouble ticket handler sends the request to update
the incident ticket status as resolved on TT Manager.

Figure 7: TT Ingestion workflow for SM Created Incidents (NX-FM)

Manually Creating Trouble Ticket Incident ID

This section describes the procedure to create trouble ticket incident Id manually for an alert or set of selected alerts
from the Alert Manager application and the trouble ticket incident Id creation workflow.

EAA-FM Trouble Ticket Handler 12.0 Configuration Guide 16

 NetExpert Trouble Ticket Handler Functions

For trouble ticketing to work correctly in the Alert Manager application, you need to configure actions for each
trouble ticketing action that you want to perform. You can create the following trouble ticketing action configurations:
• Create Trouble Ticket Incident Ids.
• Update (Associate/Disassociate) Trouble Tickets Incident Ids.
For Alert Manager trouble ticketing incident Ids activation, you need to configure the environment variable
TT_HANDLER_ROOT_PATH=http://eaa-nx-tt-handler:8080 in the tpl-eaa-nx-reporting.yaml
template.
Create a trouble ticket incident Ids from the Alert Manager application as follows:
1. Login to Alert Manager application. Refer to the Alert Manager User Guide for information about how to login to
the application.
2. Select gear | Administration | Custom Integration.
The Custom Integration window is displayed.

3. Click the create trouble ticket toolbar option.

The Trouble Ticket Action Editor is displayed.

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 NetExpert Trouble Ticket Handler Functions

4. Select TT_Manager from the Action drop-down list.

5. Select createTicket from the Key drop-down list.
6. Enter createTicket menu label.
7. Enter the target event http://eaa-nx-tt-handler:8080 to execute.
8. Click Create.
The mapping is added to the Parameters list.
9. Save the configuration.
10.Repeat steps 1 through 8 for each trouble ticket action.
Note: Refer to the Alert Manager Configuration Guide for information related to fields description.

11.Navigate to application home page.

12.Right-click the alerts or set of alerts to which you want to create trouble ticket incident Id. A pop-up menu is
displayed.

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 NetExpert Trouble Ticket Handler Functions

13.Select Trouble Ticket.

14.Select Create from the Trouble Ticket drop-down list.
15.Repeat steps 1 through 14 to create trouble ticket incident Id.
Trouble Ticket Incident ID Creation Workflow
The NetExpert trouble ticket handler trouble ticket incident Id creation workflow is as follows:
1. Alert Manager receives a request to create trouble ticket incident Id.
2. NX TT Handler sends create incident ticket request to the Trouble Ticket Manager.
3. Trouble Ticket Manager sends TT creation request to the Trouble Ticket Connector.
4. Trouble Ticket Connector creates incident ticket in BMC Remedy and posts data to a kafka topic.
5. TT Ingestion consumes the kafka topic and the trouble ticket data is saved in the TT Store.
6. NX TT Handler receives the created incident ticket notification from TT Ingestion through Kafka topic
subscriptions and displays it to an Alert Manager URL through NX-REST interface.

Figure 8: Trouble Ticket Incident ID Creation Workflow

Manually Associating Alerts to Existing Trouble Ticket Incident ID

This section describes the procedure to associate an alert or set of alerts to existing trouble ticket incident Id manually
from the Alert Manager application and associate an alert or set of alerts to an existing trouble ticket incident Id
workflow.
Associate an alert or set of alerts to an existing trouble ticket incident Ids from the Alert Manager application as
follows:
1. Login to Alert Manager application. Refer to the Alert Manager User Guide for information about how to login to
the application.
2. Select gear | Administration | Custom Integration.
The Custom Integration window is displayed.

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3. Click the create trouble ticket toolbar option.

The Trouble Ticket Action Editor is displayed.

4. Select TT_Manager from the Action drop-down list.

5. Select associateTicket from the Key drop-down list.
6. Enter AssociateTicket menu label.
7. Enter the target event http://eaa-nx-tt-handler:8080 to execute.
8. Click Create.
The mapping is added to the Parameters list.
9. Save the configuration.
10.Repeat steps 1 through 8 for each trouble ticket action.

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Note: Refer to the Alert Manager Configuration Guide for information related to fields description.

11.Navigate to application home page.

12.Right-click the alerts or set of alerts to which you want to associate an alert to an existing trouble ticket incident
Id. A pop-up menu is displayed.

13.Select Trouble Ticket.

14.Select Associate from the Trouble Ticket drop-down list.
15.Repeat steps 1 through 14 to associate trouble ticket incident Id.
Associate an alert or set of alerts to an existing trouble ticket incident Id workflow
The NetExpert trouble ticket handler associate an alert or set of alerts to an existing trouble ticket incident Id
workflow is as follows:
1. Alert Manager receives a request to associate an alert to an existing trouble ticket incident Id.
2. NX TT Handler sends an associate incident ticket request to the Trouble Ticket Manager.
3. Trouble Ticket Manager sends TT association request to the Trouble Ticket Connector.
4. Trouble Ticket Connector associates an alert to an existing incident ticket in BMC Remedy and posts data to a
kafka topic.
5. TT Ingestion consumes the kafka topic and the trouble ticket data is saved in the TT Store.
6. NX TT Handler receives the associated incident ticket notification from TT Ingestion through Kafka topic
subscriptions and displays it to an Alert Manager URL through NX-REST interface.

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Figure 9: Associate Incident ID Creation Workflow

Manually Disassociating Alerts from Existing Trouble Ticket Incident ID

This section describes the procedure to disassociate an alert or set of alerts from an existing trouble ticket incident Id
manually from the Alert Manager application and disassociate an alert or set of alerts from an existing trouble ticket
incident Id workflow.
Disassociate an alert or set of alerts from an existing trouble ticket incident Ids from the Alert Manager application as
follows:
1. Login to Alert Manager application. Refer to the Alert Manager User Guide for information about how to login to
the application.
2. Select gear | Administration | Custom Integration.
The Custom Integration window is displayed.

3. Click the create trouble ticket toolbar option.

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The Trouble Ticket Action Editor is displayed.

4. Select TT_Manager from the Action drop-down list.

5. Select disassociateTicket from the Key drop-down list.
6. Enter DisssociateTicket menu label.
7. Enter the target event http://eaa-nx-tt-handler:8080 to execute.
8. Click Create.
The mapping is added to the Parameters list.
9. Save the configuration.
10.Repeat steps 1 through 8 for each trouble ticket action.
Note: Refer to the Alert Manager Configuration Guide for information related to fields description.

11.Navigate to application home page.

12.Right-click the alerts or set of alerts to which you want to disassociate an alert from an existing trouble ticket
incident Id. A pop-up menu is displayed.

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13.Select Trouble Ticket.

14.Select Associate from the Trouble Ticket drop-down list.
15.Repeat steps 1 through 14 to disassociate trouble ticket incident Id.
Disassociate an alert or set of alerts from an existing trouble ticket incident Id workflow
The NetExpert trouble ticket handler disassociate an alert or set of alerts from an existing trouble ticket incident Id
workflow is as follows:
1. Alert Manager receives a request to disassociate an alert from an existing trouble ticket incident Id.
2. NX TT Handler sends disassociate incident ticket request to the Trouble Ticket Manager.
3. Trouble Ticket Manager sends TT disassociation request to the Trouble Ticket Connector.
4. Trouble Ticket Connector disassociates an alert from an existing incident ticket in BMC Remedy and posts data to
a kafka topic.
5. TT Ingestion consumes the kafka topic and the trouble ticket data is saved in the TT Store.
6. NX TT Handler receives the disassociated incident ticket notification from TT Ingestion through Kafka topic
subscriptions and displays it to an Alert Manager URL through NX-REST interface.

Figure 10: Disassociate Incident ID Creation Workflow

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Trouble Ticket Operations Failure Error Message Notification from TT

Manager
This section gives the overview of all the errors with an error code and error message which displayed in the Alert
Manager application on trouble ticket operations failure from TT Manager.
If a manual creates/update trouble ticket request from EAA-FM platform to TT Manager fails, an error message
appears on the Alert Manager application.

List of all the errors with an error code and error message for trouble ticket operations failure from TT Manager is as
follows:

Table 2: Error Code and Error Message

Error Code Error Message

INT-1 NODE_INSTANCE is not found.
INT-2 There should be at least one primary service problem or event in
create request.
INT-3 Reference type is not found in primary event;can't find name:
A1020.
INT-4 Ticket for the given alarm name A1020 and MOI already exists:
HOST-DAF981A14AB195CC.
INT-5 Primary event provided and the primary event in ticket doesnt
match: 5ee2447f-d439-4397-b12b-1e77c97f0148.
INT-6 Status cannot be changed from ASSIGNED to RESOLVE.
INT-7 Primary event severity or name is null, can't update urgency and
impact. Primary event=12345.
INT-8 SLCategory not found, MOI has not been set.
INT-9 Env not found, MOI has not been set.
INT-10 Urgency & Impact calculation rule has not been set, expect a rule.
INT-11 Primary event severity is null, can't update trouble ticket severity.
Primary event=12345.

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Error Code Error Message

INT-12 Primary Event is already Present in trouble-ticket. Multiple Primary
events are not allowed.
INT-13 To add a duplicate event is not allowed.
INT-14 The event is not found, can't be deleted: 12345.
INT-15 Either Id or correlation Id is not present.
INT-16 Trouble ticket with correlation id= b517068c-21e4-45fc-bfc0-
f82c1083d7bd not found.
INT-17 Trouble ticket with correlation id= b517068c-21e4-45fc-bfc0-
f82c1083d7bd found in more than one tickets.
INT-18 Trouble ticket with correlation id= b517068c-21e4-45fc-bfc0-
f82c1083d7bd ticket is not open.
INT-19 Unable to find correlation id in incident ticket.
INT-20 MOI is not found in troubleticketstore for source= null, tokenId=
rbsiachxpomww02.REBUSCLOUD.CO.UK.
INT-21 Moi does not contain attribute slcategory which is important for
urgency and impact calculation;
INT-22 Unsupported sourceType: FMA, available source type:
[CMDB,PA_IK,PM,FM,TT].
INT-23 Upsert TroubleTicket to Ingestion Failed for troubleticket id
5ee2447f-d439-4397-b12b-1e77c97f0148.
INT-24 Error while querying trouble ticket from tt-query using field=
correlationId, value= b517068c-21e4-45fc-bfc0-f82c1083d7bd.
INT-25 One or more mandatory fields are missing, Mandatory fields are:
Involvement, name, description, reference.
INT-26 Related objects can not be null in request.
INT-27 Status cannot be null.
INT-28 There can be only one primary event during creation.
INT-29 There can be only one primary service problem during creation.
INT-30 There can be only one primary service problem or event in create
request.
INT-31 The service problem is not found, can't be deleted: 12345.
INT-32 MOI is not found in cmdb bridge for source= null,
MOName=rbsiachxpomww02.REBUSCLOUD.CO.UK.
EXT-1 SM Incident ID provided for update is not present in SM. Please
provide correct SM Incident ID. - 48282.
EXT-2 Communication failure.

Note: INT refers to an internal and EXT for an external error.

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Associated Ticket Data in Alert Details Widget

This section describes the procedure to view associated trouble ticket data in Alert Details Widget of an Alert
Manager application for already associated alerts.
Note: You need to configure the environment variable ttQuery.rest.rootPath=
${env:TT_QUERY_REST_ROOTPATH} in the nx-tt-handler.properties file of the template to view
the associated trouble ticket data in Alert Details Widget of an Alert Manager application. For more information
related to NetExpert Trouble Ticket Handler configuration. See Configuring NetExpert Trouble Ticket Handler
on page 7 .

View associated Ticket Data in Alert Details Widget as follows:

1. Login to Alert Manager application. Refer to the Alert Manager User Guide for information about how to login to
the application.
2. Select gear | Administration | Global Settings.
The Global Settings window is displayed.

3. Select the Associations check box from the alert details items.
4. Close the Global Settings window.
5. Refresh the browser to verify the changes.
6. Go to the application home page.
7. Customize the Alert Details view.
a. Right-click a tab.

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b. Select Add/Remove Sub-Views.

The Tab Add/Remove Sub-Views window is displayed.

c. Select the Associations sub-views check box you want to display in the tab.
d. Close the Tab Add/Remove Sub-Views window.
e. Save your profile.
Now, you are ready to view associated ticket data details in an organized Alert Details view.
8. Select an associated ticket alert.
9. Expand the Alert Details view if it is collapsed.
10.Navigate to the Alert Raw Data details.
11.Click the load icon.
The associated ticket data details are populated for the selected alert.

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