The SCOM Product Connector is created automatically the first time the Service Management Connector service is started. After the first initialization, the Product Connector is ready to forward SCOM alerts to the Service Management Connector. Follow the steps below to forward a specific alert:
Start the SCOM Console
Go to the Monitoring pane and click Active Alerts
Select a SCOM alert for which an incident card should be created
Right click on the selected SCOM alert
Choose Forward to and then The Backbone Service Management Connector
Alert processing based on resolution state
Optionally, a subscription can be added to the Product Connector to forward SCOM alerts automatically. An example subscription is to forward all alerts with a specific resolution state. This example is explained in the steps below:
Start the SCOM Console
Go to the Adminstration pane and choose Internal Connecters
Select The Backbone Service Management Connector, right click and choose Properties
Click Add
Enter a name and a description for the new subscription and then Next
No filter is applied based on groups, keep the default configuration and click Next
No filter is applied based on targets, keep the default configuration and click Next
Select all options under severity
Select all options under priority
Select the resolution state that has been added for processing an alert, e.g. Create TOPdesk Incident Card
Remove the selection for resolution states New and Closed
Click Create
Verify the Service Management Connector
Verifying the configuration of the Service Management Connector is possible by changing the resolution state of a SCOM alert:
Start the SCOM Console
Go to the Monitoring pane and click Active Alerts
Select a SCOM alert for which an incident card should be created
Right click on the selected SCOM alert
Choose Set Resolution State -> Create TOPdesk Incident Card
The resolution state will change to Create TOPdesk Incident Card
After the polling interval of the SCOM Product Connector, the alert is tagged for the Product Connector. The Connector field and the Forwarding Status field will respectively be changed to The Backbone Service Managment Connector and Forwarding Pending.
Next, the alert is processed by de Connector and the resolution state changes to TOPdesk Incident Card Available and the TOPdesk incident number will be added to the Ticket ID field of the SCOM alert.
