Service Desk sync with Service Catalog
Article ID: 91691
Updated On:
Products
CA Service Catalog
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
There is described an ootb synchronization between Service Desk Manager and Service Catalog.
Use Report an Issue Service
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/service-catalog-management/use-ca-service-catalog-content-packs.html
Should this work also from Service Desk to Service Catalog or only in the other direction?
Environment
Windows.
Resolution
In the following explanation, I use SC which stands for CA Service catalog.
AA:
As taken from the above named page, the 'Report an Issue' will create both an SC-Request and a linked SDM-Incident.
In answering your quesiton, this is working from SC(or USS) towards SDM.
There is no ootb functionality availeble from SDM-Incident to create an SC-request.
A way to test the functionality of an SC-request to generate an SDM-Ticket, is the following.
1. Login to the SC-UI.
2a. And then from Home/requests, select from the catalog: IT Support Services>Service Management>Report an Issue
2b. Enter a description text (Test for case with CA) and click 'Submit'
3a. A new request should then be created.
3b. After a short while and a 'refresh' it's status should change to 'Request Opened'.
4a. And through internal processes, an Incident in the SDM environment.
4b. Login to SDM/Service Desk>Search>Incidents>Search
4c. The new incident should appear.
As also shown in the request in the SC-UI, based on catalog/configuration:
>Request Management Configuration (request) >Access Control: Show Related Ticket Column
5a. Open the newly created request
5b. Check content of the field: 'Related Ticket:'
BB:
Then there is section 'Synchronize Attachments and Notes between CA Service Catalog and CA Service Desk Manager' of the above named page.
And this is then then working two ways. From SC > SDM and from SDM > SC.
- Add an SC-Note showing in SDM-LogComment.
- Add an SDM-LogComment showing as an SC-Note.
- Adding an SC-Attachment and an SDM-Attachments showing as such.
The Note/LogComment and attachment synchronization is done through PAM processes.
To check this:
1. Login to SC/Admin/EventRuleAction(ERA).
2. Perform these actions, using the previous step as a model:
a. Open the 'Attachment Create' Event Type.
b. Enable the rule named When attachment is added to Service Catalog request.
c. Enable the action named Launch PAM SRF to sync attachments.
This action synchronizes attachments between service options and tickets after the ticket is created.
That is, if a catalog user adds an attachment to a service option after submitting the request, this action passes the attachment to the related ticket.
3. Perform these actions:
a. Open the Notes Create Event Type.
b. Enable the rule named When note is added to Service Catalog request.
c. Enable the action named Launch PAM SRF to sync notes.
This action synchronizes notes between service options and tickets after the ticket is created.
That is, if a catalog user adds a note to a service option after submitting the request, this action passes the note to the related ticket.
Im summary:
- The 'basic' SC-SDM sync is done through ootb java code.
- The Note/LogComment and Attachment sync is done through PAM processes.
AA:
As taken from the above named page, the 'Report an Issue' will create both an SC-Request and a linked SDM-Incident.
In answering your quesiton, this is working from SC(or USS) towards SDM.
There is no ootb functionality availeble from SDM-Incident to create an SC-request.
A way to test the functionality of an SC-request to generate an SDM-Ticket, is the following.
1. Login to the SC-UI.
2a. And then from Home/requests, select from the catalog: IT Support Services>Service Management>Report an Issue
2b. Enter a description text (Test for case with CA) and click 'Submit'
3a. A new request should then be created.
3b. After a short while and a 'refresh' it's status should change to 'Request Opened'.
4a. And through internal processes, an Incident in the SDM environment.
4b. Login to SDM/Service Desk>Search>Incidents>Search
4c. The new incident should appear.
As also shown in the request in the SC-UI, based on catalog/configuration:
>Request Management Configuration (request) >Access Control: Show Related Ticket Column
5a. Open the newly created request
5b. Check content of the field: 'Related Ticket:'
BB:
Then there is section 'Synchronize Attachments and Notes between CA Service Catalog and CA Service Desk Manager' of the above named page.
And this is then then working two ways. From SC > SDM and from SDM > SC.
- Add an SC-Note showing in SDM-LogComment.
- Add an SDM-LogComment showing as an SC-Note.
- Adding an SC-Attachment and an SDM-Attachments showing as such.
The Note/LogComment and attachment synchronization is done through PAM processes.
To check this:
1. Login to SC/Admin/EventRuleAction(ERA).
2. Perform these actions, using the previous step as a model:
a. Open the 'Attachment Create' Event Type.
b. Enable the rule named When attachment is added to Service Catalog request.
c. Enable the action named Launch PAM SRF to sync attachments.
This action synchronizes attachments between service options and tickets after the ticket is created.
That is, if a catalog user adds an attachment to a service option after submitting the request, this action passes the attachment to the related ticket.
3. Perform these actions:
a. Open the Notes Create Event Type.
b. Enable the rule named When note is added to Service Catalog request.
c. Enable the action named Launch PAM SRF to sync notes.
This action synchronizes notes between service options and tickets after the ticket is created.
That is, if a catalog user adds a note to a service option after submitting the request, this action passes the note to the related ticket.
Im summary:
- The 'basic' SC-SDM sync is done through ootb java code.
- The Note/LogComment and Attachment sync is done through PAM processes.
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