Scenario

Description

A scenario of a typical use of these connectors is a company with several business units (BU).
There are two IT Server business units, based at Bern and Lausanne. Their roles are to take care of all the computers, monitoring their alerts using Microsoft Operation Manager and delegating the resolution of the problems.

There is also an IT Helpdesk business, based at Lausanne. Its role is to be the first level of support, receiving some incidents from the both IT Server BU and trying to resolve them. This group may resolve the incident or not. If not, the hand is passed to the Infrastructure BU again and it should resolve it itself or delegating it to an other group.

If there is a problem in one of the company server, an alert is automatically created in SCOM. The Bern's group is connected to the Lausanne's throuth VPN. Both IT Server BU manage their own servers in SCOM and dispatch some alerts to the IT Helpdesk BU. The IT Helpdesk BU can only connect to the CRM.

Resolution States

Different resolution States will be created later in this document, here we will just enumerate and describe them.

• Helpdesk : Request Support – this acts as a trigger for passing the SCOM's alerts to the CRM for helpdesk support.
• Helpdesk : Acknowledged – this is the resolution state the alert is set to, after the CRM Case has been created. That means that the alert is being processed by the Helpdesk.
• Helpdesk : Canceled – this means that the case has been canceled by one Helpdesk user.
• Helpdesk : Deleted – this means that the case has been deleted by one Helpdesk user.