Affected end user is System_TNG_Generated

[Baybuga]

I integrate the tng and servicedesk, i can open a request with the command
ahd.dll AHD_Call %UUID="UUID of an interface"

I can open the request for the interface. But the affected end user field of
the request is System_TNG_Generated

How can i change this with another user

 

[momosapiens]

Hi
Try using %customer=<CONTACT ID>

Let me know if it works



Américo Alonso
Certified Unicenter Engineer
Bull Uruguay S.A.

 

[Baybuga]

Hi;
Thanks for your answer. I tried the command like
ahd.dll AHD_Call %UUID="UUID of an interface" %Customer=<Customer ID>
but it does not work.
Let me explain the situation deeply.
When an interface goes down it sends me a trap including IP of the router and the interface number.
I get the UUID from the TNGDB by a query by using these infos and issue the command
ahd.dll AHD_Call %UUID="UUID of an interface"
to open the ticket in the Service Desk.
The ticket has the correct CI but the Affected user field is System_TNG_Generated. I wanna to change this with the contact that the interface belongs.
I found that in the AHD Database in the AHD.call_req table the customer field is the place that this info is stored.
and in the text_api.cfg there is a row like
REQUEST.CUSTOMER=customer.INTEGER.lookup_cnt_by_logonid
Is it possible to change this to find out any other info to write to the customer field by changing the row in the text_api.cfg.

thanks

 

[momosapiens]

Try %customer (that's lowercase)

I can't think in nothing else that could work, sorry

Good Luck

Américo Alonso
Certified Unicenter Engineer
Bull Uruguay S.A.