Hi,
We are running, WPM, SAM, and NPM at our company.
We have currently integrating SolarWinds with BMC Remedy Service Desk 7.6
SolarWinds will send email alerts to Remedy, which will digest the email and turn it into incidents for tracking and alerting hot pager accounts, etc.
We are using the Remedy email template so that emails generated by SolarWinds can in fact be digested by Remeyd and turned into incidents.
This is working.
However, our issue is routing the alert to the proper organizational units and hence the proper hot pagers depending on the issue.
For example: hardware monitor alert goes to server operations, SQL Server monitor alert goes to our Database Administrator Group\hotpager, etc
We also need to put in the organizational unit for reporting purposes.
We have over 80 alerts but do not want to have to hardcode into the email the organizational unit for each one, which would mean using 80 separate alerts.
The more dynamic we can make it , the more we can reduce the number of alerts.
The question is: can we create a custom table(s) in the SolarWinds SQL server database that contains this hierachary of organizational units and then use it
to help load these values into the email template? or some combination thereof of using alert managment, custom properties, etc?
Would this void our SLA?
Thanks
Chris