Custom object creation and tenant assignment in web services

Products

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

Issue/Introduction

When we use web services calls to create custom object instances in CA Service Desk Manager, the tenant value set on the object defaults to the tenant of the user making the web services call. How can we make this a public object?

Environment

Release: 14.1 and above
Component:  CA Service Desk Manager

Cause

  This depends on the value set for the Tenancy Type for the object. See the screenshot below:

Resolution

The value of interest is "Tenant optional"

There are three possible values for the Tenancy Type:

•          Untenanted – No tenancy information is used (or required) for this object.
•      Tenant optional – You can optionally provide a tenant value for instances of this object. If there is no tenant value for the object instance, it is considered ‘Public’
•          Tenant Required – A tenant value is required when creating instances of this object

Additional Information

If you are creating object instances using web services methods (using createObject for example) and the object being created is defined as ‘Tenant Required’ and you do not pass a tenant attribute value, the object instance will be  defaulted to a  tenant value of that of the Service Desk contact making the web services call. It is therefore best practice to pass the desirable tenant value in the web services call. If the object instance that you are creating is defined as ‘Tenant Optional’ and you do not pass a tenant value, the object instance will be created as ‘Public’