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CA Service Desk Catalyst Connector for SOI

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Article ID: 188079

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

I am integrating CA SOI with CA Service Desk so that SOI can read and import Service Desk CMDB CIs. On the SOI 4.2 installation media there is a ConfigSOI.bat file that, when executed, reproduces the error below:
Error: Could not find or load main class com.ca.soi.config.ConfigSOI
Does SOI have a catalyst connector for Service Desk to read and import CMDB CI's?

Environment

Component : Service Operations Insight (SOI) Manager
SOI 3.3x, 4.2

Resolution

If you want to use the SOI and CA service Desk integration for ticketing - meaning if you want to create Service Desk tickets for soi alarms, all you need is just configure the help desk configuration with details of the Service Desk from SOI Dashboard -> Administration -> HelpDesk Configuration, select CA SDM and fill in the details, then restart SOI Manager service and you will be  able to create the ticket. You do not need to install anything.

If you want to SOI to read the CMDB in CA Service Desk and import CI's and services, you need "CA Catalyst connector for CA Service Desk". 
As discussed with our Development and Product Teams, currently we do not have a CA Catalyst Connector for CA Service Desk, that has been certified and/or enhanced to work with the latest versions of SOI and SDM.

Our support site does have an old CA Catalyst connector for Service Desk RO83372 at the link below, that is compatible with older versions of SOI and EOS old versions of Service Desk. 
:https://support.broadcom.com/download-center/solution-detail.html?aparNo=RO83372&os=WINDOWS

Please note no QA testing has been done with SOI 4.2 August patch / latest 4.2 Service Pack and or any supported Service Desk versions.
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/service-operations-insight-connectors/connectors/ca-soi-connectors-compatibility-matrix.html

The connector was published 5 years back and was certified to be working with SOI 3.3 and older EOS versions of Service desk mentioned above and was used with the older versions of SDM and SOI where it was certified.

The SOI connector compatibility matrix states that the compatibility was verified with SDM 12.9 and 14.1 versions - both the versions are EOS now and currently there is no actively supported Service Desk version for this old connector.

Please note this connector was published way back and is not supported with any of the actively supported versions (17.x) of Service Desk Manager. 

Due to the lack of adoption and implementation of this connector, the product team currently does not have plans to enhance this connector for future versions of SDM and SOI. 

Additional Information

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/service-operations-insight-connectors/connectors/ca-help-desk-connector-1-1-0/integrating-service-desk-solution-ca-service-operations-insight.html