Enhancements for the CA Spectrum Service Desk integration for Spectrum version 9.2.3 and above.
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Enhancements for the CA Spectrum Service Desk integration for Spectrum version 9.2.3 and above.

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Article ID: 48846

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Updated On:

Products

CA Spectrum

Issue/Introduction

Enhancements were made to the Spectrum Service Desk integration. This doc will outline those enhancements.

Environment

Release: SPPREM05900-9.2-Spectrum-Infrastructure Manager-Premium Suite
Component:

Cause

New improvements

Resolution

These enhancements are included in Spectrum hotfix patch H11 (and above).
These enhancements have also been included in Spectrum patch 09.02.03.PTF_9.2.307 for 9.2.3. Please open a support case with CA Spectrum Support if you need to obtain this patch.

The software release note will show the following:

  1. When alarm is cleared in Spectrum, status of the ticket in Service Desk will be updated with "Resolved" status. This can be achieved by configuring the service-desk-config.xml file in Spectrum. If it is not configured ,default status of ticket will be "Closed" when an alarm is cleared in Spectrum.
  2. Populate the Originating Event/Cause Code text in Summary field of the ticket in the Service Desk. This can be achieved by configuring the service-desk-config.xml file in Spectrum.
    (168650)

Note: These instructions will be available as part of the Spectrum release named "Meadowlands" (tentatively 9.3) documentation and not in any H11 documentation.

This documentation provides an overview of recent enhancements to the CA Spectrum ? CA Service Desk integration. The following enhancements have been created:

  1. When an alarm is cleared in Spectrum, the ticket status in Service Desk is updated to "Resolved" status. The status of the ticket can be controlled through configuration in the service-desk-config.xml file in Spectrum.
  2. When a ticket is created in Service Desk for an alarm in Spectrum, populate the Originating Event or Cause Code text in the summary field of the ticket. This can be controlled through configuration in the service-desk-config.xml file in Spectrum.

The Configure Ticket Status section below describes the steps to configure and control the Ticket status through the service-desk-config.xml file. When an alarm is raised in CA Spectrum, a ticket will be created in CA Service Desk and when the alarm is cleared in CA Spectrum, the corresponding ticket is set to the status defined in the service-desk-config.xml. If nothing is defined in the service-desk-config.xml, the default status that CA Spectrum uses is "Close" (CL), which is In line with the current behavior.

Important Note: Be sure to verify the Code of the status that you want to set. For example, RE is the Code for the status "Resolved"; CL is the code for the status "Closed". If an incorrect code is specified, the tickets in the Service Desk are not updated and remain open even after the corresponding alarm is cleared in CA Spectrum.

The Configure Ticket Summary section below describes the steps to configure and control the Ticket summary through the service-desk-config.xml file. When an alarm is raised in CA Spectrum, a ticket is created in CA Service Desk. The Summary field of the ticket is populated with the Originating Event text or Cause Code as defined in the service-desk-config.xml file.

Important Note: If nothing is configured or if an incorrect attribute is supplied, the summary field is not updated by CA Spectrum. CA Service Desk populates the default Description text in the Summary field.

Important Note: If you want CA Spectrum to clear the alarm, when you update the respective ticket status to "Resolve" in CA Service Desk, please refer to the Spectrum_ServiceDesk_Integration Guide; Section : "Example : Using Custom Keywords for CA Service Desk Notifications" under "Installing and configuring the CA Spectrum and CA Service Desk Integration" Chapter for instructions.

Configure Ticket Status

  1. Log in to the server where CA Spectrum OneClick is running.
  2. Browse to the CA Spectrum installation folder or <$SPECROOT>.
  3. Open the custom folder.
  4. Open the svdsk folder.
  5. Open the config folder.



  6. Open the file named service-desk-config.xml in a text editor.
  7. Perform a search for the "ticket-status" tag.
  8. If "ticket-status" is not found, add the following tag:

    <ticket-status>RE</ticket-status>

    Note: RE is the Code for the Resolved status in CA Service Desk.

  9. If the <ticket-status /> tag is present, replace the tag with the following tag:

    <ticket-status>RE</ticket-status>

  10. Save the service-desk-config.xml file.
  11. Navigate to the OneClick Administration pages: http://<OneClick Web server>/spectrum/admin/index.jsp



  12. Click the Service Desk Configuration link from the left panel of the Administration page.

    The Service Desk Configuration administration page opens.



  13. Click Save. The changes to the XML can now be in effect.

Disable/Restore Ticket Status to Factory Settings

  1. Log in to the server where CA Spectrum OneClick is running. Browse to the CA Spectrum installation folder or $SPECROOT.
  2. Open the custom folder.
  3. Open the svdsk folder.
  4. Open the config folder.



  5. Open the service-desk-config.xml file in a text editor.
  6. Perform a search for the "ticket-status" tag.
  7. Replace the complete tag with <ticket-status />.
  8. Save the service-desk-config.xml file.
  9. Navigate to the OneClick Administration pages:

    http://<OneClick Web server>/spectrum/admin/index.jsp



  10. Click the Service Desk Configuration link from the left panel of the Administration page. The Service Desk Configuration administration page opens.



  11. Click Save. The changes to the XML can now take effect.

Configure Ticket Summary

  1. Log in to a server where CA Spectrum OneClick is running. Browse to the CA Spectrum installation folder or $SPECROOT.
  2. Open the custom folder.
  3. Open the svdsk folder.
  4. Open the config folder.



  5. Open the service-desk-config.xml in text Editor.
  6. Perform a search for the "ticket-summary" tag.
  7. If "ticket-summary" tag is not found, add the following tag:

    1. Originating Event :
      < ticket-summary > 0x1296e </ ticket-summary >
      [OR]
    2. Cause Code :
      < ticket-summary > 0x11f50 </ ticket-summary >

    Note:

    We support populating the Originating Event or Cause code text in the Summary field of the CA Service Desk ticket only. The following identifiers are the corresponding required attribute IDs.

    1. 0x1296e is the attribute Id for Originating Event.
    2. 0x11f50 is the attribute Id for Cause Code.
  8. If a <ticket-status /> tag is found in step 6, replace the tag with one of the following tags:

    1. < ticket-summary > 0x1296e </ ticket-summary >
    2. < ticket-summary > 0x11f50 </ ticket-summary >
  9. Save the service-desk-config.xml file.
  10. Navigate to the OneClick Administration pages:

    http://<OneClick Web server>/spectrum/admin/index.jsp.



  11. Click the Service Desk Configuration link from the left panel of the Administration page. The Service Desk Configuration administration page opens.



  12. Click Save. The changes to the XML can now take effect.

Disabling/restore to factory settings for ticket summary

  1. Log in to a server where CA Spectrum OneClick is running. Browse to the CA Spectrum installation folder or $SPECROOT.
  2. Open the custom folder.
  3. Open the svdsk folder.
  4. Open the config folder.



  5. Open the service-desk-config.xml file in a text editor.
  6. Perform a search for the "ticket-summary" tag.
  7. Replace the complete tag with the following tag:

    < ticket-summary />
  8. Save the service-desk-config.xml file.
  9. Navigate to the OneClick Administration pages:

    http://<OneClick Web server>/spectrum/admin/index.jsp.



  10. Click the Service Desk Configuration link from the left panel of the Administration page. The Service Desk Configuration administration page opens.



  11. Click Save. The changes to the XML can now take effect.
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