Matrix42 Incident Integration

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Overview

You can set up integration between FireScope SDDM and Enterprise Service Management so that specific events in FireScope lead to creation of incidents in ESM.

Take the following steps to configure this process:

Create Configuration Items with Attributes to collect data. (Skip this step if you will be using a Baseline Event to trigger notifications.)

For information on creating monitored Configuration Items, please refer to Configuration of Monitored Assets.

Create Basic Event Definitions to define failure criteria/thresholds for those Attributes' values. (Skip this step if you will be using a Baseline Event to trigger notifications.)

For step-by-step guidance on creating an Event Definition, go to Event Management.

Create Notifications for when any Event Definition that matches your filter criteria triggers an Event.
Set up the Email Robot in ESM to create incidents based on notifications from FireScope.

Creating notifications for Baseline Events

For detailed information on creating Event Notifications, please see the User Guide on Notifications.

FireScope can notify users when an Event occurs. To set up this, you need to configure the conditions when a notification is sent:

Login as a Configuration Administrator or FireScope Administrator.
Navigate to Configuration > Event Definitions > Notifications.
Click the Create Notification button.
Provide the name for your notification and set filter criteria that will trigger it.

In this example we will notify when any Baseline Event changes state (OK, Failed, Maintenance Window, etc.) by selecting Any in the Filter Logic dropdown field, and choosing the desired Baseline Event Definitions.

In the Procedures section, you need to choose Send Message as the procedure type and choose to send the notification to a Single User that you will pick from the list of available FireScope Users.

A FireScope User must first be created with the Matrix42 ESM email address you want to use.

Then click Done to set the procedure and add another if desired by selecting the Procedure Type and clicking the Add Procedure button.
Then save the Notification. As the selected Baseline Event Definitions start to change state (by having the number of New or Inactive flows or endpoints change away from 0), the notifications will start to be sent.

Setting up Email Robot in Enterprise Service Management

As the last step you need to set up the Email Robot in ESM to track the mailbox and create incidents based on emails received from FireScope. For details on the configuration of the Email Robot, please refer to Email Robot Settings.