accented characters inside Connector Policy files for localized families

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When customizing the policy files for the Service Desk Manager Catalyst Connector to integrate with Service Desk Manager, sometimes it may be necessary to use localized words with accented characters in families.

In example:

Serviço (Service) = Servi\u00e7o
Instalação (Installation) = Instala\u00e7\u00e3o

Environment

Release: 12.6 or higher
Component:  CA Service Desk Manager

Catalyst 3.2

Resolution

For those cases, UNICODE characters must be used in the .xml policy files.

Examples of words with accented characters in ServiceDeskManager_policy.xml file:

<Field input="familyName" pattern="^Hardware.Server$|^Hardware.Mainframe$|^Red.Router$|^Red.Switch$|^Hardware.Impresora$|^Hardware.Instala\u00e7\u00e3o$|^Hardware.Servi\u00e7o$" output="eventtype" outval="GenericIPDevice" />

As a suggestion, a Unicode converter tool can be used, such as https://www.branah.com/unicode-converter, to search the correspondent code for each special character.