DX OI to ServiceDesk Integration sync doesn't work except for Ticket creation

Products

• DX Operational Intelligence

Issue/Introduction

OI correctly create incidents based on alarms in CAServicesDesk 17.2, however, apart from ticket creation (from oi to CAServicesDesk ) no other synchronization works fine: neither the assignee&severity from oi to sd, Nor any SD update is synced back to OI.

 

Environment

DX OI 23.x onpremise

CA ServicesDesk 17.2

Cause

Unsupported configuration

As per documentation OI 23.x is certified with  SDM 17.3
https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/digital-operational-intelligence/23-3/Integration/DX-OI-Outbound-Integration/channels/Configure-Ticket-Management-Channels/supported-integrations.html

See also CA SDM EOS page:

https://support.broadcom.com/web/ecx/support-content-notification/-/external/content/release-announcements/CA-Service-Desk-Family-Release-and-Support-Lifecycle-dates/6377 

 

Resolution

Upgraded to supported CA SDM version.

 

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/digital-operational-intelligence/23-3/Integration/DX-OI-Outbound-Integration/channels/Configure-Ticket-Management-Channels/Integration-with-CA-Service-Management.html