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Hello everyone,

I'm facing an issue while trying to use the severity level to create a ticket with a priority level in our custom ITSM system. Here's the approach I've followed so far:

  • I've created a severity field within the categories.
  • However, I'm stuck on the following points:
    • It's not possible to retrieve the severity level directly from the service or host in a macro within the notification command.
    • It's not possible to retrieve this information via command line (CLAPI v1) or REST API v1.

This is preventing the creation of the ticket with the correct priority based on the severity.

I'm wondering if anyone has any ideas or solutions to resolve this.

I considered creating a special macro on all hosts/services, but I would prefer to use the existing setup as it is already

 

  • It's not possible to retrieve the severity level directly from the service or host in a macro within the notification command.

 


Hello,
I just tried $_SERVICECRITICALITY_LEVEL$ macro in notification command => the severity level is now included in notification.

Other macros mentioned by Dylan Minet but not tested yet :

  • $_HOSTCRITICALITY_ID$
  • $_HOSTCRITICALITY_LEVEL$
  • $_SERVICECRITICALITY_ID

Hope It Helps,

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