Is there a API Support for Service Desk?

Products

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

Issue/Introduction

Does the Service Desk Manager support calling third-party API's from an external application?

Environment

CA Service Desk Manager 17.x

All Supported Operating Systems

Resolution

Service Desk Manager does not support direct execution of a given API.  No prior SDM instance has ever supported API execution from an external source.

Additional Information

SDM has facilities to perform certain actions when a ticket is created, which can then be picked up by another application.  The two most common actions are Executing remote references and Mail notifications. 

Remote reference is discussed in the documentation below:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/administering/administering-ca-service-desk-manager/create-a-remote-reference.html

Note:  Support is not permitted to assist in developing any integrations with third-party products.