SIM Trap Information linked to Peregrine Service Center

[Bill_241]

Hi,

My company uses Peregrine's Service Center (SC) for its corporate call tracking. I would like to link SIM to SC. I understand (in a nutshell) all that we have to do is forward SNMP trap descriptions to a designated technology that sits between SIM and Service Center. We have the option of using SMARTS ($$) or TEC ($$) to do this. Is there another easier, more direct way that SIM can be linked to Service Center? Thank you.

Regards,

Bill

[Rob Buxton · Accepted solution]

I'm not familiar with Peregrine, SMARTS or TEC, but we are going through a similar issue.

Here the issue is more one of process, just what information do they want HPSIM to send on.
And, once there, how are they going to handle it.

Yes you could forward all SNMP traps, if the SC can handle that. You'd also need to ensure any polling issues are picked up, e.g Server outages.
You could also use the custom command called on selected events to send specific material in any form you want.

[Bill_241]

Hi Rob,
Thank you for the feedback. When you say that "we are going through the same thing" do you mean that HP SIM's engineering team is testing the sending of SIM trap information to another vendor's incident tracking system? Could you tell me what you are testing, trying, outcome? I know (theoretically)what the process is - take the specific trap descriptions generated by our "Critical" events, forward via SNMP to a trap and have the information populated somehow into a Peregrine Service Center incident. I am not sure about how to go from this trap to creating an incident ticket.
Bill

[Mike Strako]

Would it be less costly to have CMS just email the events to an account at SC, in turn they can process the messages accordingly?