When Service Desk Manager launches a ITPAM process how do I reference the ticket within ITPAM?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

When Service Desk Manager launches an ITPAM process, the associated ticket can be accessed by the ITPAM operator. This document explains how.

Solution:

In Service Desk Manager 12.5 CA SDM you have the ability to integrate with ITPAM. When the integration is used Service Desk Manager launches an ITPAM process and passes the persid from the Service Desk ticket to this process.

It does this using a ITPAM dataset object parameter named persid.

The ITPAM operator can reference this variable using "Process.persid".

Environment

Release:
Component: ARGIS