ServiceAide (formerly known as CA Cloud Service Management) - Service Desk integration failure

Products

• CA Spectrum

Issue/Introduction

The following error is displayed when clicking on the Test button for ServiceAide (aka CA Cloud Service Management) integration:

"Please check the configuration for CA Cloud Service Management (cacsm)"

<Please see attached file for image>

 

Cause

There are two possible causes for this test failure:

a) There is a blank space in the "Service Desk Server Name" field.

b) The License Type set for the account is not appropriate. Login also fails at ServiceAide web page.

<Please see attached file for image>

 

Environment

CA Spectrum 10.2 or 10.3 and ServiceAide (formerly known as CA Cloud Service Management) Goldfish

Resolution

a) Remove the blank space after the "/" character in the Service Desk Server Name field.

<Please see attached file for image>

 

b) Change the License Type from "Web Service" to "Fixed" in ServiceAide.

Here are the steps:

1. Login at either https://csm3.serviceaide.com or https://csmstaging.serviceaide.com

2. Click on Manage and then select Tools.

<Please see attached file for image>

3. Click on Users.

<Please see attached file for image>

4. Search for the account and then change the License Type to "Fixed" and Save.

<Please see attached file for image>

5. Test will run successfully and you will be able to add the server in the Service Desk Servers table.