How To Get Direct Access to Support Automation from a URL

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
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

Typically when an end user wants to access Support Automation they will have to log into the ServiceDesk interface, and then select either the "Live Chat" or "Join Analyst Now" options. It's possible to use a specifically formatted URL to bring the user directly to the Support Automation pages to avoid having to manually select it.

Solution:

To access the "Live Chat" page directly you can use a URL formatted like this:

http://**SERVERNAME**/CAisd/pdmweb.exe?OP=CREATE_NEW+FACTORY=sa_user_route+KEEP.itiltype=in+KEEP.launchType=1

(replace **SERVERNAME** with your Service Desk DNS name)

The end user will have to enter their login information (unless you have Single Sign On enabled, in which case they will automatically authenticate) and then they will be presented with the page to enter a description and then they will be able to launch a session.

To access the "Join Analyst Now" page directly you can use a URL formatted like this:

http://**SERVERNAME**/CAisd/pdmweb.exe?OP=CREATE_NEW+FACTORY=sa_user_route+PRESET=launch_type:3+HTMPL=detail_sa_user_route_join_session.htmpl

(replace **SERVERNAME** with your Service Desk DNS name)

The end user will be prompted to enter the session id (which the analyst can provide), the session id is usually formatted as "ticket_type:ticket_number", for example "IN:123" for Incident 123.

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: