Re: [ADSM-L] Q about TSM notification in a widely-distributed environment

2012-11-06 15:18:42
Subject: Re: [ADSM-L] Q about TSM notification in a widely-distributed environment
From: Chavdar Cholev <chavdar.cholev AT GMAIL DOT COM>
Date: Tue, 6 Nov 2012 22:09:01 +0200
Hi Wanda,
depends ....
If you need ticketing system commercial one ... you can have a look at
BMC Remedy or IBM Tivoli Service Request Manager ... if there is no
budget .... you can chek OTRS ... it is an open source system  with
mail listener, SLA, esclation and notification functionalities ... We
use OTRS for such purpose ... OTRS also have a iPhone client ...

Best Regards

On Tue, Nov 6, 2012 at 9:21 PM, Prather, Wanda <Wanda.Prather AT icfi DOT com> 
> One of my customers is becoming effectively a "backup service bureau" for 
> many remote departments (and the number of depts. they service is growing).
> The central TSM admins have access to the TSM clients in the glass house, but 
> no access to the TSM clients for the remote departments.
> Currently they use TOR to send email to the remote machine owners when TSM 
> clients fail or miss.
> Remote admins often ignore the emails; general result is TSM clients miss for 
> long periods, and the central admins don't know whether there is a legitimate 
> problem, the machine has been decommissioned, or the machine owner has been 
> decommissioned.
> They are looking for a reporting tool that will provide a better way to 
> handle this than sending email out into the vacuum of internet space and 
> hoping for results.  (And yes, my customer already has service agreements 
> where the remote owners have agreed that dealing with the failures and misses 
> is their responsibility.  But that's not working now, and when the rubber 
> meets the road, it's the TSM admins that get blamed when there are no 
> backups!)
> One possibility I can think of (short of writing our own apps) is to have TSM 
> send the info (via mail or snmp) to a ticketing system that generates a 
> ticket that has to be addressed or it gets escalated to a manager.   But I 
> have no familiarity with such ticketing systems, so can't recommend one.
> So, what do other people in widely distributed environments do for this?  
> Product recommendations welcomed, we'll look at them.
> Thanks!
> W
> Wanda Prather  |  Senior Technical Specialist  | Wanda.Prather AT icfi DOT 
> com  |
> ICF International  | 401 E. Pratt St, Suite 2214, Baltimore, MD 21202 | 
> 410.539.1135 (o)