Managing Event Type Mappings

You can define the criteria for applying mapping for incoming events sent from the source, the action to be taken by ASM Core.

You can define the criteria for applying mapping for incoming events sent from the source, the action to be taken by ASM Core (such as, log a call) when the criteria is met, the fields to be updated between ASM Core and the source, and the criteria for creating an outage in ASM Core based on a call or request logged.

Creating an Event Type Mapping

Before you start

You must have Integration Setup selected in the Admin tab of your General Access Security Role.

1. Select menu, and then Admin.

2. From the submenu, select Integration.

3. The Integration Platform Settings window appears.

4. Select the Events option on the explorer pane.

5. Select a source from the Filter by Source list to view all the event types discovered on the selected source by a connector with event management capability.

6. Select to display the details window. The Source and Event Type fields are already populated based on the source and event type you selected to access this mapping. If groups are defined for the event types, an additional read-only field, Group, displays the event type group name. You can use this to create a mapping by event group.
7. Complete the details.

Name	Type a name for the mapping. This name appears in the Mappings table. This is a mandatory field.
When Received	Select the action to be taken in ASM when an event is received from the source (that is, when a Receive Transaction is sent by the external system): Log Call logs a call in ASM Core This enables the Actions, Fields – Incoming, Fields – Outgoing, and Outages tab on this window, where you can set up the mapping details further. Log Request logs a request in ASM Core This enables the Actions, Fields – Incoming, Fields – Outgoing, and Outages tab on this window, where you can set up the mapping details further. Take no action ignores the event
Using Template	This is only active if you have selected Log Call or Log Request. Select the Call Template or Workflow Template that ASM Core will use when logging the call or request. If you save this mapping and open it later for editing, and change the Log Call or Log Request option, a warning message appears indicating that the criteria and field mappings will be cleared and you will have to redefine these. In the warning, click Yes to reset all the field mappings and configurations, or No to cancel.
Logging Analyst	Select the person who must be set as logging analyst or request manager for the call or request logged as a result of the incoming event for this mapping. This is a mandatory field. If the call or workflow template does not have an assignee, then the call or request logged as a result of an incoming event using this mapping will be sent to the analyst you specify in the Logging Analyst field, but only if that analyst is permitted to own a call or request (as defined in the Options tab of the IPK Management security role). If the analyst does not have this permission, then the call or request will be sent to the creator of the call or workflow template.

Complete the Mapping Details

Criteria

Select the Criteria tab to specify the conditions for applying this mapping to an incoming event:

Default Mapping - Select to flag this as the default mapping for this event type, that is, the mapping which will apply to an incoming event if no other mapping for the event type can be applied.

You can only define one default mapping for the event type. If a default mapping has already been defined, then when you save the current mapping, a warning message displays, allowing you to set the current map as the default, or clear the default mapping setting for the current mapping.

Clear to set the conditions for applying this mapping to an incoming event, using the rules builder pane. These conditions are set by defining a rule. For example, to specify that this mapping must be used when the severity of a problem is “Level 5”, you can build a rule: {[Event: Severity(1-5)}=”5”]}.

The fields you can pick in the left hand side of the rule statement correspond to the fields defined on the source. They are defined at the level of the connector, and cannot be modified. The values on the right hand side of the statement are values corresponding to the fields on the source. You cannot use ASM Core call or request fields in the criteria.

Action Tab

Select the Action tab and specify the rules for Incoming Transactions using this mapping and the rules for Outgoing Transactions using this mapping, in other words, the actions that ASM Core must take when an incoming event matches the defined criteria, and the event mapping is set to log a call or request.

Rules for Incoming Transactions - Events

Rules for applying an event type mapping to Incoming Transactions for the selected event type are set in the Action tab on the Event Type Mapping Details window. The rules are described below.

When Updated externally	Select the action that must be taken if the call or request logged as a result of this event is still open: Update automatically updates the call or request with the details of the UPDATE transaction sent from the external system Add note automatically adds a note to the call or request with the details of the UPDATE transaction received from the external system Take no action ignores the UPDATE transaction received from the external system
When Updated externally and Call or Request is closed	Select the action that must be taken if the call or request logged as a result of this event is closed: Re-open automatically reopens the call or request Log new and link existing automatically logs a new call or request and links the original call or request as a parent to this new call or request Add note leaves the call or request closed but automatically adds a note to it with the details of the UPDATE transaction received from the external system Take no action ignores the UPDATE transaction received from the external system
When Notified externally	Select the rules that ASM Core must apply when receiving a NOTIFY transaction for an event using this mapping, specifically the action that must be taken if the call or request logged as a result of this event is still open: Add note automatically adds a note to the call or request with the details of the NOTIFY transaction received from the external system Take no action ignores the NOTIFY transaction received from the external system
When Notified externally and Call or Request is closed	Select the rules that ASM Core must apply when receiving a NOTIFY transaction for an event using this mapping, specifically the action that must be taken if the call or request logged as a result of this event is closed: Add note leaves the call or request closed but automatically adds a note to it with the details of the NOTIFY transaction received from the external system Take no action ignores the NOTIFY transaction received from the external system
When Resolved externally	Select the rules that ASM Core must apply when receiving a RESOLVE transaction for an event using this mapping, specifically, select the action that must be taken if the call or request logged as a result of this event is still open: Close automatically closes the call or request Update automatically updates the call or request with the details of the RESOLVE transaction received from the external system Add note automatically adds a note to the call or request with the details of the RESOLVE transaction received from the external system Take no Action ignores the RESOLVE transaction received from the external system
If child calls are present	Select the action that must be taken if the call logged as a result of this event has calls linked as children: Close child calls automatically closes the calls linked as children Add note to child calls automatically adds a note to the child calls with the details of the RESOLVE transaction received from the external system Take no Action takes no action on the child calls
When Resolved externally and Call or Request is closed	Select the rules that ASM Core must apply when receiving a RESOLVE transaction for an event using this mapping, specifically the action that must be taken if the call or request logged as a result of this event is closed: Add note leaves the call or request closed but automatically adds a note to it with the details of the RESOLVE transaction received from the external system Take no action ignores the RESOLVE transaction received from the external system
When Deleted externally	Select the rules that ASM Core must apply when receiving a DELETE transaction for an event using this mapping, specifically select the action that must be taken if the call or request logged as a result of this event is still open: Close automatically closes the call or request Update automatically updates the call or request with the details of the DELETE transaction received from the external system Add note automatically adds a note to the call or request with the details of the DELETE transaction received from the external system Take no Action ignores the DELETE transaction received from the external system
If child calls are present	Select the action that must be taken if the call logged as a result of this event has calls linked as children: Close child calls automatically closes the calls linked as children Add note to child calls automatically adds a note to the child calls with the details of the DELETE transaction received from the external system Take no Action takes no action on the child calls
When Deleted externally and Call or Request is closed	Select the rules that ASM Core must apply when receiving a DELETE transaction for an event using this mapping, specifically, select the action that must be taken if the call or request logged as a result of this event is closed: Add note leaves the call or request closed but automatically adds a note to it with the details of the DELETE transaction received from the external system Take no action ignores the DELETE transaction received from the external system

Rules for Outgoing Transactions - Events

Rules for applying an event type mapping to an Outgoing Transaction for the selected event type are set in the Outgoing Transactions section on the Event Type Mapping Details window. The rules are described below.

Send Acknowledge	Select the rule that must apply for ASM Core to send an ACKNOWLEDGE transaction for an event using this mapping: When logged automatically sends an ACKNOWLEDGE transaction to the external system as soon as the call or request is logged within ASM Core When actioned automatically sends an ACKNOWLEDGE transaction to the external system as soon as an analyst takes action on the call or request logged as a result of the event Manually forces analysts to manually send the ACKNOWLEDGE transaction by clicking the Acknowledge Event button on the call or request Never never sends an ACKNOWLEDGE transaction to the external system for events using this mapping
Send Clear	Select the rule that must apply for ASM Core to send a CLEAR transaction for an event using this mapping: When resolved or closed automatically sends a CLEAR transaction to the external system as soon as the call or request is closed or flagged as being resolved When resolved automatically sends a CLEAR transaction to the external system as soon as the call or request is flagged as being resolved When closed automatically sends a CLEAR transaction to the external system as soon as the call or request is closed Never never sends a CLEAR transaction to the external system for events using this mapping
Send Update when Call or Request updated	Select this option to send an UPDATE transaction to the external system whenever an analyst updates the values on the call or request logged as a result of an event using this mapping.
Send Notify when note added to Call or Request	Select this option to send a NOTIFY transaction to the external system whenever a note is added to the call or request logged as a result of an event using this mapping.
Send Notify for system generated history messages	Select this option to send a NOTIFY transaction to the external system whenever a system-generated entry (such as an agreement escalation) is added to the history of the call or request logged as a result of an event using this mapping.

Fields Incoming Tab

In the Fields – Incoming tab, specify how the fields on the call or request must be populated for an incoming event transaction sent from ASM Core for this mapping. Depending on the application with which ASM Core is connected, field names and values may not be the same on the two systems. The Field – Incoming tab allows you to reconcile the field names and values between the two systems.

1. To map an internal field to an external field, select Add. In the Add Fields window, select the fields from the Call Template or Workflow Template you wish to map to external fields. Click OK. The selected field names appear in the Internal Fields column.

   • Click the corresponding cell in the Event Field column. Select to pick a static value or select a field from the source, to map to the selected ASM Core call or request field. The source fields are defined for the connector.
   • Depending on the internal field’s data type, additional options can be selected , including: field transformations, profile maps, or resolution rules.

   • In the Update column, select the conditions for populating the field when the call or request is logged, updated, and so on:

Always	always matches the ASM Core field value with the value in the external system field. This means that any change to this field in the external system automatically updates the field value in the ASM Core call or request.
On Initial Population Only	only applies the value of the external system field to the ASM Core field on logging. Any subsequent change made to this field in the external system will be treated as an UPDATE transaction but will not physically update the field value in the ASM Core call or request. If the call or request is closed, then reopened, the field values will not be updated.
Only When Blank	only populates the ASM Core field with the value of the external system field if the field on the call or request is blank. This means that an existing value on the ASM Core call or request cannot be overridden by a field value in the external system.
Create Discrepancy Report	creates a discrepancy report whenever a discrepancy is detected between a field value in the external system and the corresponding field value in the ASM Core call or request.

Repeat to add other fields.

• To delete any fields you have added, select them and click Remove. In the warning dialog box, click Yes to remove the selected field or No to cancel.

Fields Outgoing Tab

1. To map an internal field to an external field, select Add.

2. In the Add Fields window, select the fields from the source you wish to map to a field in ASM Core.

3. Click OK. The selected field names appear in the Event Field column.

4. Click the corresponding cell in the Internal Field column. Select to pick a static value or select a field from ASM Core, to map to the external field. The internal fields are determined by the template you selected earlier.
5. Depending on the internal field’s data type, additional options can be selected, including: field transformations, profile maps, or resolution rules.

Outages Tab

Auto Create Outages

Never	never creates an outage for this event mapping. This is the default selection. Analysts actioning the call or request can still manually create an outage, if required.
When Call/Request logged	automatically creates an outage on the linked CMDB item(s) as soon as the call or request is logged. The outage is only created on the initial log of the call or request, and not when a call or request is reopened. When a call or request is reopened, it is forwarded to the appropriate analyst or group, who then determines whether an outage needs to be created regarding the reopened issue.
When criteria met	only creates an automatic outage when the specified criteria are satisfied. To set these criteria, click Set Criteria. The criteria are evaluated on call or request logging as well as on every update of the call or request, including reopening.
Outage Criteria	The text area is enabled if you select When criteria met at Auto-Create Outage. Click Set Criteria and use the rules builder interface to define the conditions (rules) for automatically creating outages. The left hand side criteria consists of the event fields from the source, while the right hand side criteria consists of the corresponding values for the field. For example, you can specify an outage be created when the event field, Severity, is set to a value of “1”. At Outage Type, select the type of outage. Outage Types are defined by your system administrator. At Auto-end Outage, select the rule for closing the outage created through an event using this event type mapping.

On Event Resolve/Delete	automatically closes an outage if the criteria specified in the Outage Criteria text area is no longer met
When criteria no longer met	automatically closes an outage if the criteria specified in the Outage Criteria text area is no longer met
Outage Items	In the list box, add the CMDB item(s) on which the outage will be created

• Click Add to select fields from the Call Template or Workflow Template, such as: Configuration Item, Service, or Service Action. Click OK to add the fields to the Outage Items list box.

• Click Save to store the mapping details for the selected event type. You will be returned to the Event Type Mappings window where you can add more mappings if needed.

The outage will be created only if the selected fields are populated on the ASM Core call or request logged as a result of an event using this mapping.

If the outage fields do not have values on the call or request, outages will not be created.

Matching

Creating Event Type Mappings by Group

1. Select menu, and then Admin.

2. From the submenu, select Integration.

3. The Integration Platform Settings window appears.

4. Select the Events option on the explorer pane.

5. Select a source from the Filter by Source list to view all the event types discovered on the selected source by a connector with event management capability.

6. Select or select a mapping and then select to display the details window. The Source and Event Type fields are pre-populated based on the source and event type you selected to access this mapping. If groups are defined for the event types, an additional read-only field, Group, displays the event type group name.
7. Select Add on the Groups browse table to display the Integration Group Search window.

8. Complete the details.

Groups of type	Select a group type in the drop-down list. Group types are defined at the level of the external system and cannot be edited within ASM.
Groups with name	Type the name of the group you want to create a mapping for. You can also type only the first letters of the group name. If you do not know the name of the group, leave blank to find all groups belonging to the selected group type

9. Select Search.

10. Select the group you want to create a mapping for, and select Open. The name of the group is added to the Groups browse table on the Event Type Mappings window.

11. Repeat for any other event group you want to define mappings for.

12. If you added several groups to the Groups browse table, select the first group you want to define mappings for.

13. Select Newon the Mappings browse table. The Event Type Mapping Details window appears.

14. Specify the details of the mapping.

15. Select to save the changes.

Viewing Event Type Mappings

1. Select menu, and then Admin.

2. From the submenu, select Integration.

3. The Integration Platform Settings window appears.

4. Select the Events option on the explorer pane.

5. Select a source from the Filter by Source list to view all the event types discovered on the selected source by a connector with event management capability.

6. Select to display the Event Type Mappings window, with the following fields:

The Mappings browse table displays the list of mappings based on the event type. It displays three read-only columns:

Mapping	the name of the mapping
Default	indicates that no specific criteria have to be met for this mapping to be applied. This means that this mapping will be used if no other appropriate mapping can be found for an event matching this event type
Action	indicates which action ASM will perform if this mapping is applied to the incoming event. Possible actions are: Ignore, Log Call or Log Request

To view mappings based on event groups (as defined at the level of the external source), select Map Events by Group. The Event Type Mappings window includes two browse tables:

• The Groups browse table displays the event groups for which mappings have been defined. The Total column on the Groups browse table indicates the number of mappings that have been defined for the selected group.

• The Mappings browse table displays the names of the mappings defined for the group selected in the Groups browse table.

Updating an Event Type Mapping

1. Select menu, and then Admin.

2. From the submenu, select Integration.

3. The Integration Platform Settings window appears.

4. Select the Events option on the explorer pane.

5. Select a source from the Filter by Source list to view all the event types discovered on the selected source by a connector with event management capability.

6. Select to display the details window.
7. Update the details as necessary.

8. Select to save the changes.

Reordering the Event Type Mappings

If several mappings are defined for the same event type, ASM applies the appropriate mapping by running through the mappings in the specified order on the Mappings browse table and applying the first mapping that matches the event details.

If mappings are organized by group, ASM first runs through the groups in the specified order on the Groups browse table and then the mappings within each group in the specified order on the Mappingsbrowse table.

1. Select menu, and then Admin.

2. From the submenu, select Integration.

3. The Integration Platform Settings window appears.

4. Select the Events option on the explorer pane.

5. Select a source from the Filter by Source list to view all the event types discovered on the selected source by a connector with event management capability.

6. Select to display the details window.
7. Use the Move up andMove Down buttons to reorder the entries.

8. Select to save the changes.

Deleting an Event Type Mapping

1. Select menu, and then Admin.

2. From the submenu, select Integration.

3. The Integration Platform Settings window appears. Select the Events option on the explorer pane.

4. Select a source from the Filter by Source list to view all the event types discovered on the selected source by a connector with event management capability.

5. Select the mapping that you want to delete and select Delete. Confirm the deletion.