How to Configure CA SDM Data Source

 
casm1401
 
Configure the CA SDM data source for the users to create, review, and update their requests directly within Unified Self-Service, and search knowledge base articles within the CA SDM Knowledge Base. In addition, you can enable Live Chat in the Unified Self-Service interface to allow users to chat with an IT analyst and also allow users to access the CA SDM mobile application.
Follow these steps:
Verify Prerequisites
Verify the following prerequisites before configuring the CA SDM data source:
  • CA SDM 12.6, 12.7, or 12.9 must be installed and configured with Unified Self-Service.
  • Create or use DEFAULT Web Services Access Policy from CA SDM. Ensure that you select the Allow Impersonate check box and you enter the Proxy Contact detail for this policy.
  • Generate an authentication certificate for the Access Policy. CA SDM provides a server-side utility that can generate a certificate. Execute the following command from the CA SDM server to generate the certificate for the access policy:
    pdm_pki -p policy_name
    This command generates an authentication certificate file
    policy_name
    .p12. Upload this file during the CA SDM data source configuration with Unified Self-Service.
  • Ensure that the Unified Self-Service users available in CA SDM have the same User ID and email address for a successful configuration.
  • For Unified Self-Service users to use CA SDM live chat, Support Automation must be set up in CA SDM. For more information, see Support Automation.
Customize CA SDM Data Source Property
As an administrator, define the maximum number of CA SDM fields that a user can configure in the Unified Self-Service (USS) console.
Follow these steps:
  1. Log in to Unified Self-Service server as an administrator.
  2. Navigate to the OSOP folder and edit the file: 
    portal-ext.properties
  3. In the 
    sdm.configFields.maxFieldsToShowInConfigOptionsPage
    property, define the maximum number of CA SDM fields that you want to configure on the USS console.
    The default value is 10.
  4. (Optional) In a tenanted environment, you can set the maximum number of fields for each tenant using the
    someCompany.com.sdm.configFields.maxFieldsToShowInConfigOptionsPage
    property.
    1. Replace
      someCompany.com with the 
      Web ID of the tenant.
      You can obtain the Web ID from the Portal Instance in the Control Panel: 
      http(s)://server-name:<port-no>/group/control panel > Portal Instances
      For example,
      ca.com.sdm.configFields.maxFieldsToShowInConfigOptionsPage=20
       
      The value in the
      sdm.configFields.maxFieldsToShowInConfigOptionsPage
      property is overridden by the tenant specific values.
  5. Save the file and restart the services.
Configure CA SDM Data Source
Configure CA SDM data source for the users to create, review, and search information from CA SDM directly in Unified Self-Service.
Follow these steps:
  1. Log in to Unified Self-Service as an administrator.
  2. In the menu, click Settings, Data Sources.
  3. Click the arrow for the CA SDM data source and enter the following configuration information:
    • NAME
      Specifies the name for the CA SDM data source. This name is displayed in the header for search results from the CA SDM Knowledge Base.
    • TICKET TYPE
      Indicates the type of Help desk tickets that are implemented in your organization.
    • LABEL FOR TICKET TYPE
      Specifies the label that you want to associate with the selected ticket type.
    • DEFAULT PRIORITY
      Specifies the default priority level for new requests.
    • URGENT PRIORITY
      Specifies the priority level for urgent requests.
    • BASE URL
      Specifies the CA SDM server URL. To verify this value, enter the URL in a browser. If you see the CA SDM interface, then the value is correct.
      Format:
      http://<
      CA_SDM_Server_Hostname>:<Port_Number>
      /
      Example
      : http://servicedesk.test.com:8080
    • WSDL URL
      Specifies the relative URL of the web services endpoint on the CA SDM server. By default, this URL is generated for you. For some CA SDM deployment configurations, you may have to override this value with a value provided to you by CA Support.
      To verify this value, enter the complete URL in a browser, that is, the Base URL plus the WSDL URL. If the value is correct, you see an XML document (the WSDL).
      Example
      : http://servicedesk.test.com:8080/axis/services/USD_R11_WebService?wsdl
    • SERVER HOST NAME
      Specifies the servlet server as defined in CA SDM for Service Desk attachment repository. Since this host name is case-sensitive, run the
      hostname
      command from the CA SDM server and enter exactly the same value that is returned from the command.
      In the advanced availability configuration, if you have used the background server host name for this field and the system administrator performs a scheduled failover, the background server becomes the standby server. You must add the new background server host name to this field after the failover.
    • ACCESS POLICY
      Specifies the name of the Web Services Access Policy as configured during the CA SDM installation and that is used to generate the authentication certificate. Use the access policy mentioned in the Verify Prerequisites topic.
  4. Click
    UPLOAD CERTIFICATE
    to upload the authentication certificate that you created in the Verify Prerequisites topic. The certificate file name must match the name of the
    ACCESS POLICY
    .
  5. Follow these steps to enable live chat:
    1. Select
      YES
      to enable Live Chat from the Search, Home, and Request pages.
    2. (Optional) Customize the Live Chat link text (Default text: Chat with an IT Analyst now!).
      Users with OOTB Customer access type cannot create tickets (incident or request) or launch live chat from Unified Self-Service. The Customer access type must have Employee as the role in CA SDM to perform these actions. For more information, see Support Automation.
  6. In the
    INSTRUCTIONS 
    field, enter information that should appear at the top of new request forms.
  7. In the
    SERVICE DESK REST URL FOR MOBILE APP 
    field, enter the CA SDM server URL (where REST is installed and configured) to allow users to access the ITSM mobile application.
    Format:
    http://<
    CA_SDM_Server_Host_Name
    >:<
    Rest_Port_Number
    >/
    Example:
    http://<
    CA_SDM_Server_Host_Name>
    :8050/
  8. Click
    TEST CONNECTION
    . If it fails, review the data that you entered and correct as necessary.
  9. When you are ready to enable the data source for your organization, set the
    STATUS
    to
    Enabled
    .
  10. Click
    SAVE
    .
    Unified Self-Service is integrated with CA SDM and the data source is available for your users. You can now configure the request form to include the fields and information that your organization requires.
Configure Request Form
You can configure the request form that your organization users use to create a CA SDM request. The request form comes prepopulated with some standard fields that cannot be modified. You must add the fields that your implementation of CA SDM requires to create requests. You can also add optional fields to record any other information. The requester can fill these fields, or you can design fields that automatically pass preset information. You can add as many fields as you need to the request form. The number of fields that you can configure is defined in the 
portal-ext.properties
file. For more information about configuring the maximum number of default or tenant specific fields, see Configure CA SDM Data Source Property.
Note:
This task assumes that you are working with a CA SDM administrator. Unified Self-Service cannot discern what fields your CA SDM installation requires to create a valid request.
Follow these steps:
  1. On the Data Sources page for CA SDM, click
    CONFIGURE NOW
    .
    The field table listing the fields that are currently in use for request forms appears.
  2. To add new fields to the request form, do the following steps for each addition:
    1. Click the drop-down arrow and select the required field to add.
    2. Click
      ADD FIELD
      .
    3. Set values and properties for the new field as follows:
      • DEFAULT VALUE
        Sets a default value for the new field.
      • DISPLAY NAME
        Defines the field name that displays on the request form.
      • HINT TEXT
        Defines the instructional text that appears in the field.
      • DISPLAY
        Controls whether the field is visible on the request form.
        Limit
        : Five fields.
      • REQUIRED
        Indicates the mandatory fields that you must define before you submit the request.
      When you select the ticket type as an Incident, the
      DISPLAY NAME
      and
      HINT TEXT
      values of the priority (string) field must be changed to an Urgent Incident. As a result, while creating the incident, you can see an Urgent Incident check box instead of an Urgent Request check box.
  3. (Optional) Drag and drop the new fields into the required order.
  4. Click
    SAVE
    .
    Your request form changes are saved and all new requests reflect the new configuration.